Case Study

Achieving Improved NPS for an Australian IT Company

Relia group has achieved a Net Promoter Score (NPS) target by analyzing a root cause and revamp the guideline, process to enhance customer experience maximized.

Challenge

A top Australian digital agency's NPS (Net Promoter Score) rating had been steadily trending down due to ongoing account migration, from +30.64 to just +10.

Solutions

  • We revised the clients' QA (Quality Assurance) guidelines and form, emphasizing customer experience criteria in correspondence with the client's NPS Survey form.
  • We provided top-level management with in-depth analyses of survey results.
  • We intensified and doubled the frequency of activities such as Quality Huddles and internal and external calibrations, scheduling them twice a week instead of just once.
  • We facilitated technical refresher courses — specific to topics and call types that earned neutral and detractor ratings from customers — for all staff, mainly mid and bottom performers.
  • We executed a Closed-Loop Feedback process to ensure that Team Leaders' coaching sessions with agents addressed specific detractor reasons.

Results

  • NPS went up to +14, an improvement of 4 points in only the first month after the new QA form was rolled out. NPS then rose to +15 and is still trending positively.
  • With the new Service by Skill support model, service level (GOS) has strengthened and is now 8.73% above the client's set target.

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