Monday, 25 September 2017

Huawei SmartCare and NPS: A Powerful Synergy

A Knowledge Network Article: Huawei Technologies
Thursday 05 February 15

 Introduction Using results from a recent project, this paper demonstrates how Huawei’s SmartCare CEM solution can drive your NPS (Net Promoter Score) improvement program. The key factors which influence NPS can be identified, prioritised and incorporated into a model which accurately predicts NPS results. The insight provided will allow your organisation to focus on those changes which will most positively impact NPS for your entire user-base, including the silent majority who never respond to surveys. NPS: A key industry metric NPS is increasingly being adopted by service providers to evaluate their customer-facing performance. Based upon survey responses to the question “On a scale of 0 to 10, how likely are you to recommend us to a friend?” NPS is calculated by subtracting the percentage of detractors (those responding with 0-6) from the percentage of promoters (those responding with 9…

 Introduction Using results from a recent project, this paper demonstrates how Huawei’s SmartCare CEM solution can drive your NPS (Net Promoter Score) improvement program. The key factors which influence NPS can be identified, prioritised and incorporated into a model which accurately predicts NPS results. The insight provided will allow your organisation to focus on those changes which will most positively impact NPS for your entire user-base, including the silent majority who never respond to surveys. NPS: A key industry metric NPS is increasingly being adopted by service providers to evaluate their customer-facing performance. Based upon survey responses to the question “On a scale of 0 to 10, how likely are you to recommend us to a friend?” NPS is calculated by subtracting the percentage of detractors (those responding with 0-6) from the percentage of promoters (those responding with 9…

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