NPS: Beyond Scoring to Innovation and Best Practice

Understand the factors that drive the Net Promoter Score.


What client questions will it answer?

  • What is NPS score really telling me?

  • What tools and techniques can i use to improve customer experience and NPS?


Who will benefit from it?

  • Customer centre managers. 

  • Operational managers. 

  • Customer experience manager.

  • Channel managers. 

  • Contact centre quality managers. 

Format and Topics

This one-day workshop provides participants with an understanding of the Net Promoter Score (NPS) as a customer satisfaction measure and how it can be used to drive innovation and best practice. 

NPS has been used by many organisations to measure a customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand. it is used to provide a benchmark of customer experience across channels within the organisation. But whats behind the number?

This interactive workshop provides people with an understanding of how they can use NPS to drive innovation and best practice through people, process and technology. The workshop includes a presentation, followed by breakout sessions, providing participants with the opportunity to discuss key focus areas and best practice including:

  • Operating model. 

  • Channel management. 

  • Recruitment, training, knowledge and quality management. 

  • Workforce optimisation and management. 

  • Process, reporting and performance metrics.

  • Technology other stakeholders (working outside the department)

As a result of this course, attendees will be equipped with an understanding of using NPS to drive best practice and efficiencies