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inContactThe Power to Put Your Customers First
www.incontact.com | 1.866.965.7227 | [email protected]
TDS ECHO NPS
Bob Moore, PRC, NPCA
Associate Manager Market Research TDS Telecom
About the Presenter
Bob Moore, PRCAssociate Manager, Market ResearchTDS [email protected]
Biography· 10 years with TDS Telecom· Customer Satisfaction & Market Analysis· 20 years Applied & Market Research
TDS Telecom
• TDS Telecom founded in 1969• 500,000+ customers in 30 states• 500 advisors (75 remote)• Internet, telephone, and video
Outline
TDS Customer Surveys
Background
ECHO Adoption
NPSAdoption
NPS Considerations
Customer Loyalty/Satisfaction Primary Data Collection
• Web Surveys – Products, Concept Testing• Outbound IVR Survey – Field Tech’s• Telephone Surveys – Perceptual• ECHO Post-Call IVR Survey
– NPS is our Company Wide Metric
Who Currently is Conducting Customer Loyalty/Satisfaction Surveys?
Outline
TDS Customer Surveys
Background
ECHO Adoption NPS Adoption NPS
Considerations
ECHO Adoption
• Increase number of responses• Control data collection costs• Advisor specific evaluations• Obtain operational data• Tie internal metrics to loyalty
ECHO IVR Questions
1. Please rate the Advisor’s Professionalism
2. Please rate the Advisor’s Knowledge
3. Please rate your Overall Contact with TDS
4. How likely are you to Recommend TDS to
your friends or family?
5. Why/Why not
Advisor Performance MetricsADVISOR - CONSUMER SALES (ILEC) Weighting %
Revenue/Contact Hour 20%
Revenue/Call 15%
Answered Call Per DISH Sale 10%
Answered Call Per New Voice Line 10%
Answered Call per Strategic 10%
Answered Call Per HSI NEW Sale 10%
Answered Call Per HSI Upgrade 10%
ECHO Survey Results* 5%
Error per Account / Order 5%
Adherence 5%
*Professionalism & Knowledge 1-5 scale
Call Center Outcomes
ECHO
Advisor accepts feedback better
Advisors more customer conscious
1st Call Resolution & NPS highly correlated
Service Level & NPS highly correlated
Advisors seek customer input
Outline
TDS Customer Surveys
Background
ECHO Adoption
NPSAdoption
NPS Considerations
What is your NPS?
Outline
TDS Customer Surveys
Background
ECHO Adoption NPS Adoption NPS
Considerations
NPS Strengths & Weaknesses• NPS Strengths
– One number– Easily comprehended (promoters vs. detractors)– Moves with overall satisfaction– Ties our internal metrics more specifically to
loyalty• NPS Weaknesses
– Temper expectations of NPS fluctuations– Limited driver analysis
NPS & Loyalty
• Strong link between satisfactory customer contacts and the loyalty attributes
• NPS and customer churn are related
NPS and Churn
Did Not Churn
Uncontrollable Churn
Controllable Churn
NPS28%
30%
11%
Additional NPS Based Analysis
• Track NPS by customer type• Track NPS and churn rates• Track NPS by market• Identify departmental strengths &
weaknesses• Link high NPS ratings with underlying
behaviors