Customers who are satisfied with the service are not always loyal to the company. The customer loyalty index can help you determine what percentage of consumers are likely to stay with you. In this case, it is enough to answer just one question: “What is the probability that a client will recommend your company to their friends?” on a scale of 1 to 10, where 1 is “Unlikely” and 10 is “With high probability”. Based on the answers received, respondents can be divided into 3 categories:
Customers who answered from 0 to 6 ( detractors ). These are consumers who were not satisfied with the service and are unlikely to recommend you to others.
Respondents who gave a rating of 7 or 8 ( passive ). If these customers have a good impression of you, they are likely to recommend your company.
Consumers who amazon database answered 9 or 10 ( promoters ). These are loyal customers who have had a positive experience with the company and are likely to recommend your company to others.
As with the CES and CSAT surveys, NPS can also include an open-ended optional question that allows the customer to provide more detail about their assessment. Based on the results obtained, the Net Promoter Score (NPS) can be calculated using the following formula:
NPS = Percentage of promoters – Percentage of detractors
As in the previous case, the customer loyalty index indicators may differ depending on the industry. For example, for department stores it can reach 58, and for online services – from 2. If the rating you received is below the standards for the industry in which the business operates, then it is necessary to analyze consumer feedback and, based on the data obtained, improve the work of the relevant departments.
Post-call processing up to 10 minutes
If the operator has finished the conversation with the client, this does not mean that his work is finished. He must record all the data about the interaction, and also fulfill what he promised to the interlocutor during the process. For example, request a replacement product for the consumer or send him resources.
Thus, the period required for the operator to perform all actions after talking to the consumer is defined as the post-call processing time ( Wut). Although employees should not rush to do everything quickly, it is necessary to minimize the time for these actions. If they are too slow, this can cause a negative reaction from customers and make them wait for their turn for a very long time.
In order to evaluate the speed of the support service after a customer's request, it is necessary to calculate the following indicator:
Wrap-up-time = (Total handle time–Hold and talk time) / Number of customer calls
The standard time is 6 minutes, but in some cases agents need more time, depending on what actions need to be done after the interaction, for example, sending a personalized letter of gratitude to the client. With positive CSAT indicators and no customer churn, we can say that the costs of post-call processing have justified themselv