How NPS Works in Telco In 2024

NPS Surveys In Telecommunications

Telcos are keen on understanding your experience, and that’s where post-visit surveys come into play.

These quick feedback forms aim to give telcos valuable insights into what’s working and what isn’t.

While they may seem routine, these surveys play a major role in shaping your future experiences.

Let’s break down why your telco values your feedback, what Net Promoter Score (NPS) means, and why you might see these surveys pop up after each interaction.

What is NPS (Net Promoter Score)?

The Net Promoter Score, or NPS, is a common metric telcos use to measure customer satisfaction and loyalty.

NPS surveys generally ask one question: “On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”

Your response gives the telco a direct look into how satisfied you are with their service.

NPS results divide customers into three groups:

  • Promoters (9-10): These are loyal customers who are likely to advocate for the brand.
  • Passives (7-8): These customers are content but unlikely to go out of their way to recommend the telco.
  • Detractors (0-6): These are unhappy customers who might dissuade others from using the service.

This categorisation helps telcos quickly spot areas for improvement and understand how loyal their customer base really is.

How NPS Impacts Your Telco

NPS is more than a number for telcos—it’s a powerful business tool. A high NPS means more satisfied customers, fewer customer complaints, and often a greater likelihood of word-of-mouth referrals.

NPS® Calculator
Net Promoter Score
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Telcos often set their benchmarks for NPS high, focusing on promoters (scores of 9 or 10).

A high NPS is also a measure of competitive advantage. If a telco outshines others in customer loyalty and satisfaction, it can differentiate itself in a crowded market.

Telcos constantly monitor their NPS to see how changes in policies, plans, or service quality affect customer perceptions and make adjustments to keep that score trending positively.

How NPS Impacts Your Team Member

Team members, particularly those in customer-facing roles, are directly impacted by your NPS rating. Many telcos use NPS as a key performance indicator (KPI) for their employees.

Higher NPS scores from customers may result in rewards or incentives for team members, while low scores can highlight areas where additional training or support may be needed.

It’s important for team members to have a balanced view of your experience, which is why they are not allowed to influence your rating.

Telcos take “gaming” (trying to influence your score) seriously, as they want to ensure honest feedback that truly reflects your experience.

What Do Telcos Consider a Pass?

In most telco NPS surveys:

  • 9 and 10 scores are considered “advocates” or promoters, meaning you’re highly satisfied with your experience.
  • 7 and 8 scores are “passive,” where you’re generally satisfied but not enthusiastic enough to promote the telco.
  • 0 to 6 scores are “detractors,” signalling dissatisfaction and often leading to follow-up actions from the telco to improve.

Each of these categories gives telcos insight into customer sentiment and the likelihood of churn.

To telcos, “passing” isn’t about scoring well across the board but creating promoters who will actively recommend their services.

Can A Team Member Ask You For A 10?

No, team members are not allowed to ask you for a 10 on your survey response. This practice, known as “gaming,” goes against the objective of the NPS system.

If an employee pressures you to give a higher score, it can undermine the value of genuine feedback and compromise the integrity of the NPS system.

Honest ratings are essential for an accurate picture of customer satisfaction, allowing telcos to identify areas for improvement or commend exceptional service.

Base Your Rating Off Your True Experience

When rating your experience, telcos encourage you to base your feedback on your most recent interaction, rather than your overall experience with the company.

This approach allows telcos to pinpoint specific interactions or visits and assess how individual employees, locations, or policies are performing.

Consistent feedback across different visits can help telcos identify patterns in service quality and improve across their teams.

Conclusion

While filling out a telco survey may seem like a minor task, it can have a big impact on the service you receive.

The NPS framework gives telcos a reliable way to gauge customer sentiment, improve service quality, and reward team members for a job well done.

By offering your honest feedback, you help your telco make the adjustments needed to deliver a better experience tailored to your needs.

Author

  • Michel Elijah

    Tech expert and strong interest in telco. I've worked in the tech industry for 4 years and have always had interest with mobile and internet providers.

    View all posts Tech X Telco - Content Advisor
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