Net Promoter Score is a standard metric that is calculated based on responses to a customer survey question that asks: “How likely are you to recommend this company to a friend or colleague?”
The question is intended to provide companies with a gauge of customer satisfaction with a given brand. A 2017 benchmark study conducted by customer experience research, consulting, and training firm Temkin Group found enterprise-level B2B technology vendors held average NPS scores of 21.4, with a high score of 43 earned by Microsoft. CallMiner had responses from 54 percent of its customers surveyed.
Following this success, CallMiner’s VP International, Frank Sherlock, took time out to discuss how the company has grown to become the success it is today, and offer background into how it is changing the role contact centres play in the relationship between business and customer.
“We specialise in engagement analytics, which allows for the unlocking of all the insight that is contained in the customer interaction,” Frank said.
“One hundred percent of the interaction can be scored to allow for a holistic view of what’s happening in the relationship with the customer. This can then be used to improve overall Customer Experience.
Speech analytics have come on leaps and bounds in recent years, and this is allowing us to analyse exactly where a business needs improvement.”
Speaking of how CallMiner maintains its own elevated level of Customer Experience for the firms using their software, he continued:
“We have to earn our customer’s business, and that starts right at the beginning of our engagement with them. We will agree with the client what their investment objectives are. Following the adaption of our cloud-based software, we maintain regular communication with our clients, staying with them throughout the journey.
We have set up our own community for our customers, where they share ideas and experiences through user conferences. We didn’t get this high NPS score by accident – we have invested in people, processes, and resources to prove our value.”