This survey is part of a discovery process for members of our community. We are looking for companies who have begun, or are considering, using these newer metrics in their center.
Santa Barbara (PRWEB) March 18, 2013
Over the next month, call centers will have the opportunity to participate in a study about Net Promoter Score and Customer Effort.
Online surveys conducted by BenchmarkPortal began on March 13 and are available for anyone to complete at http://www.surveygizmo.com/s3/1136359/One-Minute-Survey-on-NPS-and-Customer-Effort-January-2013.
First Call Resolution, Caller Satisfaction and Customer Delight have been industry standards for several years now. Starting in 2003, the development of the Net Promoter Score brought a new perspective on customer loyalty, and in 2010, the Harvard Business Review published the article "Stop Trying to Delight Your Customers," which focused attention on Customer Effort. BenchmarkPortal is looking at the factors that centers feel impact and measure the customer experience and loyalty in new ways.
“This survey is part of a discovery process for members of our community. We are looking for companies who have begun, or are considering, using these newer metrics in their center,” said Crystal Kay, BenchmarkPortal's marketing director. "Please complete the survey and forward the survey link to other appropriate contact centers. For those who participate, not only will you receive the summary results of this initial survey, you will also be invited to participate in an in-depth research project to understand how best to measure Customer Effort. We need your input, and we thank you very much in advance for your time and participation!”
The survey will be completed by April 13 at which time BenchmarkPortal will compile and report the results within 2 weeks.
Click the following link to access the Net Promoter Score and Customer Effort Survey
BenchmarkPortal’s founders pioneered the first contact center benchmarking study in 1995. Now custodian of the largest database of contact center metrics in the world, BenchmarkPortal is a leader in certification, training, consulting and research for the customer contact industry. Its team of professionals has gained international recognition for expertise and innovation in best practices. BenchmarkPortal’s mission is to help management optimize the performance of their center in terms of both cost and quality, encourage customer loyalty and build enterprise value. For more information on BenchmarkPortal, call 1-800-214-8929 or visit http://www.BenchmarkPortal.com.