What is the Net Promoter Score?

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s products or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand. (http://www.medallia.com/net-promoter-score/)

Telcoinabox have undertaken new initiatives to measure and improve the customer service we provide to Partners and end users. Precise measurement is key to understand how we are performing across all departments and specific business functions.

Below are the scores for the each measurement, and what they demonstrate is that whilst improvement has been made in some areas there is room for improvement in the product & industry knowledge held by Telcoinabox and the overall customer service provided to partners & EUs.  We don’t claim to be perfect, but we do claim to constantly strive to improve the service we provide to ensure our Partners are happy and can continue to grow with Telcoinabox.  The scores we receive enable us to see which areas we need to focus on.

Results

Oct-13 Mar-14 May-14 Nov-14
Telcoinabox Knowledge 6.53 6.53 7.75 8.25
Customer Service to Partners and End Users 6.61 6.33 7.08 8.5
NPS Score – Likely to recommend Telcoinabox +15% +33% +42% +44%
Net-Promoter-Industry-Av
Source: Customer Gauge

Based on our survey, our Key departments were scored out of 10, based on their knowledge, speed of response and support levels:

CSG - 7.5/10
Tech Support - 8.5/10
Billing - 7.5/10
Products Commercial & Industry Knowledge - 7.5/10