Is a virtual workforce influencing customer NPS scores?

Daniel ReeseDaniel Reese Chief Customer OfficerMember

I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. Does anyone track NPS scores since becoming 100% virtual?

Answers

  • Spencer HancockSpencer Hancock Senior Member Success Manager Moderator | mod

    @Daniel Reese that is an excellent question. At the onset of the COVID19 crisis TSIA's Research Team launched a series of Rapid Response Polls to measure the impacts a virtual workforce was having on customers. One of the Rapid Response Polls asked if customer satisfaction with support had changed during the COVID-19 crisis; 67% of respondents indicated that customer satisfaction remained the same, and 33% indicated an increase in customer satisfaction. Customer satisfaction is not directly equivalent to NPS, but I think the findings add some credence the increase in NPS that you are seeing with your customers. Here’s a link to TSIA Rapid Response Polls -  https://www.tsia.com/members/for-you/covid-19-resources/rapid-research-response-dashboard, for you to take a look at, @John Ragsdale what are you thoughts on Daniel's question?

  • Eileen LooiEileen Looi Professional Services & Solutions Delivery Head (APAC) Member | Scholar ✭✭

    So far we haven't seen NPS scores being negatived affected due to remote delivery. In fact, we are seeing an improved customers' scores due to speed in delivery enabled through virtual tools and broader skillset pool globally.

  • Doug CavinessDoug Caviness VP Strategy & Partnerships Member | Enthusiast ✭

    So far NPS & customer satisfaction scores have either stayed the same or increased post COVID-19 WFH so certainly no impact on this so far as we can see.

  • Kirill MarkelovKirill Markelov Service Development Manager Europe Member

    Hi Daniel,

    Our global NPS for Field activities grew approx. 8 points from February-March period to April, NPS for Support grew 12 points. For us clearly appreciation of help by the customer grew as situations we are helping them in became more difficult.

  • Alexander ZieglerAlexander Ziegler Program Director, Business Development for Training & Skills Founding Member | Scholar ✭✭

    I like your question and also the responses here in the Exchange. From my work around the analysis of NPS it is a bit early to see a real trend. I think we should look into this topic end of Q3 probably even end of the year. If the preliminary findings are right then we should see an increase and also a decrease at a certain point of time once lots of people are back in the office.

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