CX Compass: A surprising look at how agent attitude influences NPS
Being positive pays off. The attitude of your Contact Center Agents can have a substantial impact on NPS
Since Net Promoter Score (NPS) first hit the press back in 2003, there has been an ongoing debate about how much customer service agents can truly influence key metrics such as NPS. The main argument is agents have little influence over key drivers of detraction such as long wait times and restrictive policies or procedures.
At ResponseTek we believe that your frontline staff have an extraordinary impact on your brand and can strongly influence NPS.
When conducting a survey following an experience with one of your staff members (contact center, store/branch, etc.), ResponseTek recommends including questions about the knowledge and attitude shown by the frontline staff member who helped the customer.
The example below shows a real (and common) view into average NPS scores for customers who provided varying answers to the Agent Attitude question on a scale from 0 to 10.
Where the Agent Attitude was rated as poor (0-6), the corresponding NPS was (understandably) severely negative. However, for Attitude ratings above 6, NPS rapidly increases on average 33 points for every move up the Attitude rating scale. Strikingly, those with an Attitude score of 10 receive an NPS of +61.
Whether you use NPS or Overall Satisfaction (OSAT) as your key metric, our experience shows that agent attitude/friendliness is a key driver of both.
Our tip for you is to create a view of your agents showing each individual and the percent of surveys with a perfect score on the Agent Attitude question. Rank them. Use the results for coaching and for identifying best practices to profile and share with others. “Percent Perfect”. Sounds better than Average Score. It works better at predicting promotion as well.