Unsatisfied with NPS? There’s a better way
From selection bias to low sampling rates, NPS and CSAT struggle to tell the full story, but there is a better way.
Understanding customer satisfaction is essential to running a serious customer service management system. Systems like CSAT (customer satisfaction) and NPS (net promoter score) have served the purpose successfully for decades. Quantifying the difference between the satisfied ‘promoter’ or dissatisfied ‘detractor’ customers gives a useful sense of how your business is doing its job.
But are CSAT and NPS really doing what they were designed to do?
Like many sampled measurement systems, bias can creep in without warning. This can be intentional, like when agents only ask happy customers to take part in post-call surveys. Or it can simply be systemic, caused by only certain kinds of customers taking surveys or the biases that different manual analysts introduce when rating calls.
On top of it all, these scores are typically trailing indicators of what has been happening in the business. Manual quality assurance processes can take weeks, even months, to reveal the state of customer satisfaction. Even then, they can sample only a small percentage of the customer base. We can end up relying more on anecdotal feedback from staff, reducing the value of our analytics processes when they’re arriving months out of date.
CSAT is a product of the 1970s, and NPS was devised in 2003. In the modern digital world, there is a better way to analyse satisfaction in a powerful data-driven way so that every contact is scored and standardised scoring is applied consistently.
Daisee offers an AI-powered solution to scoring 100% of calls in the contact centre. Across voice and chat, scorecards are designed for your specific needs to analyse the performance of every call and to assign a satisfaction rating with the same net scoring concept as other satisfaction measures.
Our models have been trained on thousands of real customer calls, with further training to refine our modelling to meet each customer’s unique needs. Daisee’s satisfaction scores have been validated by customers operating in parallel with NPS, and after establishing daisee in their QA process (a series of interconnected steps or activities to achieve the actions specified in a QA strategy) many clients have switched off their legacy customer satisfaction scoring systems, saving costs and freeing up resources whilst improving accuracy and reach.
With a daisee satisfaction scoring in place as part of our QA solution, the benefits of automated scoring across 100% of calls becomes apparent. Weeks and months of delays are quickly replaced by having access to scores on a daily basis, enabling highly responsive strategic opportunities. Our dashboards make moving your satisfaction analysis from the contact centre level, to the queue level, to the agent level and to the individual call all easily accessible with just a click.
Outlier scenarios with extremely poor ratings become simple to investigate, aiding in the swift resolution of support problems or customer complaints. Similarly, very highly scored interactions can be accessed easily to ensure that your best calls can be utilised as examples for training.
Satisfaction ratings are a great benefit to contact centre processes. By moving to an advanced, automated system that scores every call, the quality of your insights and analysis can be greatly improved. NPS and CSAT have been an important part of the history of satisfaction scoring. But daisee is opening the door to a more robust future.