More than just a number – NPS White paper

Continual White PaperNet Promoter Score (NPS) is a high-profile metric for assessing customer experience, conventionally based on survey parameters that for mobile communications relate to issues such as call center response and handset usability. The ability of the network itself to meet subscriber expectations is a crucial component of the overall experience, and a recent study has shown a close correlation between NPS and specific network Key Quality Indicators (KQIs), offering the potential to provide an accurate network-wide prediction of subscribers likely to churn. This White Paper builds on that approach, describing an actionoriented Virtual NPS solution that transforms the Net Promoter program from a benchmark exercise into a comprehensive network-driven retention campaign.

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