Adapting the NPS assessment to contexts
How to refine your NPS measurement according to the customer profile or the moment in the journey?
Are you already using the Net Promoter Score (NPS), but wondering how to get more detailed, more relevant insights from it? This module allows you to take a step forward: master the art of adapting the NPS assessment according to customer contexts, so that you no longer have to settle for a simple score.
This module can be followed independently, or integrated into the complete “Customer Service & Customer Success,” dedicated to increasing customer satisfaction at every point of contact.
On the program:
- 3 interactive scenarios to practice adapting your questioning according to concrete cases: dissatisfied customer, neutral customer, loyal customer.
- Concrete techniques to move smoothly from quantitative to qualitative.
- An immersive final quiz to test your mastery of adaptation issues.
- Engaging teaching, focused on immediate operational results.
This module is a must-have for any Customer Experience Manager seeking to:
- Improve the relevance of their satisfaction measurements.
- Finely identify levers for improvement.
- Personalize your customer follow-up interactions according to profiles.
Develop a more human, more adapted and more useful NPS evaluation to evolve your products, services and accompaniment.
