How Can You Positively Impact Your NPS? Here Are 3 Actionable Steps

Evaluating subscriber sentiment using the Net Promoter Score℠ (NPS®) is an important health check for your business, acting as a catalyst for continuous improvement of the subscriber experience. Its richness lies in the detail: what drives subscriber happiness, and how do you make them feel? NPS provides qualitative data beyond standard key performance indicators (KPIs) to help you better understand areas of opportunity to move the needle on subscriber satisfaction and loyalty.
 

As broadband service providers (BSPs) embrace a growing portfolio of managed services, customer support intersects the entire service lifecycle of launching, managing, and scaling new offerings. Here’s how Calix can help evolve your support organization across this continuum to boost NPS.
 

• Enable and educate frontline support teams on go-to-market offerings. Ensure your customer service representatives (CSRs) and installers are well-versed in your persona-based packages and current promotions, including sharing subscriber benefits. Calix Customer Success Services has built bootcamps to help BSPs rapidly plan and execute their go-to-market rollout, align teams, launch, and grow new services for their communities. Missouri-based United Fiber has taken advantage of the bootcamps, turning their CSRs into brand ambassadors as they roll out new managed services to support their projected 50 percent growth over the next 18 months.
  
  
• Leverage powerful tools to deliver exceptional service and support. Calix Service Cloud (Service Cloud) provides CSRs with everything they need to monitor, manage, and troubleshoot a subscriber’s network and managed services within a single system. Our new subscriber Quality of Experience (QoE) score gives CSRs a clear view of the subscriber’s experience, including seven-day historical data to help spot issues and trends and to rapidly troubleshoot. The QoE also helps support teams identify “silent sufferers” to proactively reach out to improve their experience. As a best practice, Silver Star Communications has its Tier 1 CSRs monitor QoE as part of their standard process. As a result, Silver Star increased first-call resolution by 83 percent and reduced truck rolls by 41 percent.
  
  
• Engage and help build promoters. Engaging with subscribers is critical to the service lifecycle and ensuring customers get the full benefit of their services. To build customer loyalty over time, you must communicate the value you deliver across every touchpoint—calls, email, social media, or via your app. Send a monthly email informing subscribers how many viruses you thwarted from their home network in a month. A mobile app is also a great way to increase engagement with subscribers.

As BSPs launch managed services and differentiated offerings, support teams must evolve to best serve and engage with subscribers. Done right, you will build an army of lifetime promoters that will be reflected in your NPS.

Discover how to create your customer service excellence plan and boost NPS with the new Calix Subscriber Loyalty Study from Business Insights. Contact our Customer Success team today.
 

Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.