NPS after customer contact

The NPS (Net Promoter Score) after customer contact is a recommendation score that indicates how satisfied customers are with the service following their customer query, which you have answered.

When you close a customer query, the ‘NPS after customer contact survey’ can be sent to the customer 24 hours later. In this survey, customers answer a recommendation question, among others, by giving a score on a scale from 0 to 10. The higher the score, the more satisfied and loyal customers are. The NPS is then calculated by subtracting the percentage of ‘detractors’ (customers who give a 0 to 6) from the percentage of ‘promoters’ (customers who give a 9 or 10). This results in an NPS score between -100 and +100. For good performance on the service standard ‘NPS after customer contact’, we maintain an NPS after customer contact of 25 as the lower limit.

The NPS after customer contact score that customers give you is fixed and cannot be changed afterwards.

When you close a customer query, an NPS questionnaire is sent out 24 hours later. If the customer fully completes this questionnaire, you will see this measurement reflected in your NPS after customer contact insights. If bol customer service closes a customer query for you, any NPS measurement will not be included in your score.

You will receive fewer NPS after customer contact measurements than the number of customer queries you handle. Not every customer who receives the questionnaire completes it. We also ensure that a customer does not receive various questionnaires too quickly one after another. As a result, you might receive few or even no NPS after customer contact measurements in some months.

Your NPS after customer contact provides an increasingly clearer picture of your customers' satisfaction and loyalty as the number of measurements increases. A guideline for the number of NPS measurements we use is 25 or more NPS after customer contact measurements.

You can find your own NPS after customer contact in your seller account. Click ‘Customer queries’ at the top, then click the ‘NPS after customer contact’ tab. Here you will find your monthly score, the history of these scores over the past 24 months, and the distribution of the scores into promoters, passives, and detractors. For the latter, click the bar chart icon. Furthermore, under ‘View your score in detail’, you will find topics you can work on to improve your NPS after customer contact.

Under ‘Score per customer query’, you will find the NPS measurements from the last 28 days. Here you can see the recommendation score (0 to 10) and the open feedback from the customer. You can also click through to the customer contact you had. Using the filter, you can view only measurements from promoters, passives, or detractors and see which customer queries are going well and where there is potential to improve.

Currently, this service standard does not yet count towards calculating your performance score. You also will not receive a strike. However, it teaches you a lot about how customers rate your customer service. You can learn from this. See this page for all information about NPS after customer contact.

Follow this learning path and learn how you can improve your NPS after customer contact!