General information
The NPS (Net Promoter Score) after customer contact is a recommendation score that indicates how satisfied customers are with the service following their customer question answered by you.
When you close a customer query, 24 hours later the ‘NPS after customer contact survey’ can be sent to the customer. In it, customers answer a recommendation question, among others, and they do so by giving a mark on a scale from 0 to 10. The higher this mark, the more satisfied and loyal customers are. The NPS is then calculated by subtracting the percentage of ‘detractors’ (customers giving a 0 to 6) from the percentage of ‘promoters’ (customers giving a 9 or 10). This yields an NPS score between -100 and +100. For good performance on the service standard ‘NPS after customer contact’, we use an NPS after customer contact of 10 as a lower limit.
The NPS after customer contact score that customers give you is fixed and cannot be changed afterwards.
If you fail to meet the standard
Currently, this service standard does not yet count in calculating your performance score. Nor do you get a strike. However, it does teach you a lot about how customers rate you on your customer service. You can learn from this.
Frequently asked questions
about NPS after customer contact
