Managing customer satisfaction and NPS (Net Promoter Score)

Managing customer satisfaction and NPS (Net Promoter Score) involves creating and implementing strategies to measure, track and enhance customer satisfaction and loyalty. This capability includes developing and administering processes and programs related to customer satisfaction and NPS, analyzing customer feedback to identify trends and opportunities for improvement, and continuously improving customer satisfaction and NPS processes to enhance customer loyalty and advocacy. It also involves promoting a culture of customer service excellence and maintaining positive relationships with customers.

Beginner competence definition

At the beginner level, professionals understand the basic principles of customer service and the company’s policies and programs related to customer satisfaction and NPS. They are able to participate in managing customer satisfaction and NPS, communicate effectively with customers and stakeholders, and follow established protocols and procedures related to customer satisfaction and NPS.

Intermediate competence definition

At the intermediate level, professionals have an understanding of satisfaction and NPS measurement strategies and their application to the company’s needs. They can lead efforts to develop and administer processes and programs related to customer satisfaction and NPS that align with the company’s overall business goals and values. They are able to analyze customer feedback to identify trends and opportunities for improvement, and communicate effectively with customers and stakeholders. They also have the skills to train and coach others on satisfaction and NPS strategies and policies.

Advanced competence definition

At the advanced level, professionals have an understanding of satisfaction and NPS measurement strategies and their application in complex, global organizations. They are able to design and implement satisfaction and NPS programs that comply with legal and regulatory requirements, promote customer satisfaction and loyalty, and align with the company’s overall business goals and values. They also use advanced techniques such as predictive analytics, artificial intelligence, and machine learning to analyze customer feedback, identify drivers of customer satisfaction and loyalty, and develop strategies to enhance customer experience and drive business growth. They have strong leadership skills, with the ability to inspire and motivate teams to achieve satisfaction and NPS goals and drive continuous improvement throughout the organization.