Service providers urged to use NPS index

 By HENRY PAMBUAI

BMOBILE-Vodafone has encouraged service providers to measure themselves on the Net Promoter Score (NPS) index it incorporated two months ago as it helped to define standards and benchmarks.

Bmobile-Vodafone chief marketing officer Parag Panjwani said people who experienced their call centre were happy with the service and that all queries were resolved. 

The global average for positive feedback through this process was 78 per cent and Panjwani was pleased to announce that bmobile-Vodafone was above that average.

“Essentially the NPS index measures how likely our customers are to recommending our service to their friends or family,

“It is measured on a 10-point scale-we ask our existing or prospective customers about their experience at our store or call-centre-we do this via an SMS response that is not charged,

“Only scores of 9 or 10 are looked upon as promoters and anything less is seen as not satisfactory.”

Panjwani said they were the first telecommunications company in the country to measure NPS which was a constant, real-time process. 

He highlighted that in order to measure NPS effectively they integrated the call-centre, PABX systems, electronic voucher distribution (EVD) system and all other customer touch points into a single format.

“Vodafone globally measures NPS and lets the score guide its key strategies,” he said.

“It helps us keep track of our customers’ experience which is a constant barometer of our acceptance in the market as the progressive mobile service provider.

“It helps us deliver best in class service by measuring it.”