Delivering a 21 Point NPS Increase in 6 Months

  • £2.5m

    £2.5m in additional annualized revenues

     

  • 21

    21 point improvement in NPS

Davies’ interaction analytics listens to the voice of your customers across every channel – phone, email, social media and webchat – to understand in depth what the customer experience is really like.

Using analytics to improve the overall customer experience

Overview

Businesses have become accustomed to measuring the customer experience, one of the ways of doing this is through NPS. While these methods provide a valuable snapshot of the overall quality of the experience, they can sometimes offer little insight into what’s influencing those scores.

Davies’ interaction analytics, however, listens to the voice of your customers across every channel – phone, email, social media and webchat – to understand in depth what the customer experience is really like.

We then combine the hard evidence of the interaction analytics with other CX and performance data to create actionable insights that can make an immediate difference to your customer experience.

The Situation

Our client was looking to make a marked improvement in transactional NPS after a service and sales customer interaction. They asked us to draw from our expertise to support in the reduction of customer churn from poor service, and to increase repeat business based on customer experience.

Our Approach

To help the client make an improvement on its transactional NPS, we took the time to develop a comprehensive plan based on the Davies VOC methodology, including deploying a post-transaction customer survey and establishing a baseline level of performance. We then launched the pilot phase with an internal communications plan so we could frontline training of the CX programme.

This allowed agents to participate in self-improvement by acting on the direct customer feedback and allowed more effective coaching from supervisors where knowledge gaps were identified.

Finally, we implemented a closed loop recovery process for customers at a risk of leaving.

Return on Investment

Within a short 6-month period, the organisation saw a 21-point improvement in NPS which equated to around £2.5m in additional annualized revenues

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari

Director of Insights & Analytics

lee.mostari@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com

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