Why Is Net Promoter Score Important Before Considering a Partnership?

Net Promoter Score (NPS) helps businesses gauge the quality of the customer service offered by outsourcing companies. Companies use NPS to assess which BPO is best to partner with because this score shows loyalty trends and growth revenue outputs. In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy, and this results in customer loyalty and retention, making a high NPS a critical trait any outsourcing company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied and delighted with their experience.

To grasp the importance of NPS, we listed 3 reasons why:

Promote Customer Loyalty

If you want to measure customer loyalty, NPS is the way to go. This measures how the outsourcing company put their customers first and how the voice of their clients matter to them. If their existing customers feel heard they will stay loyal to the partnership. One of the key benefits of Net Promoter Score is that it measures the likelihood of repeat business from their clients. Through this, you can forecast business growth, cash-flow, as well as assess the outsourcing company’s brand and overall customer satisfaction from their partners.

Channel for Communication

If a company regularly conducts NPS surveys, it means that they are open to communicate with your existing customers and are interested in how they can improve their service and want to gain new ideas and better understand the requirements of their clients. It will also give you an idea of their business outlook and how likely they are to continue providing the best quality service.

At the same time, they are open to identify which clients are not happy and strive to do what can respond well to the needs of their clients. They understand that one bad experience ruins the image that took years to build. Having the knowledge on the importance of measuring NPS means they won’t risk their company’s reputation and business partnership.

Peace of Mind

If the company you are planning to outsource your teams with has a good NPS you can have a sense of peace of mind that they aim to provide quality service and build you great, high-performing teams. You can be at ease that your investment will have long term pay off because they make sure that they prioritize your needs, listen to feedback and adjust strategic solutions based on the information they get from the Net Promoter Survey. Aside from getting the latest on your customer sentiment, a regular Net Promoter Survey is ideal for identifying trends and tracking business performance over time.

In a way, NPS represents the primary way customers survey their experience because it means that their clients are happy which results in customer loyalty and retention, making this a critical trait a BPO company should have. When used correctly, NPS (of at least 60%) can tell you how well the BPO is performing, how often they resolve issues, and if their clients are satisfied with their experience.

All these qualities and more can be found with the right outsourcing partner who can provide a customized, high-quality business solutions that can promise for the following:

Operational excellence
Build great teams specifically designed for your unique needs
Operational cost savings of up to 70%
Access to world-class talent
+A recruitment process
Information and data security
71 Net Promoter Score: Sense of security and peace of mind

Infinit-O is the trusted customer-centric and sustainable leader in Business Process Optimization to Small and Medium businesses in the Financial Services, Healthcare and Technology sectors by delivering continuous improvement through technology, data and people.