Cx Conversations

Net Promoter Score®(NPS®) has become the go-to metric for organisations to measure and manage customer experience. Although it has been around for over a decade now, many brands are just getting started with NPS. In this conversation with Hemant, I dive deep into how NPS is being used at NiYO Solutions, a venture backed FinTech startup in India. Along with collecting NPS feedback Hemant has ensured that there is a dedicated team working on closing the loop with customers and keeping internal stakeholders up-to-date with key points from the feedback. NPS has become a metric that's being tracked and reviewed by top management at NiYO within just a quarter! In this podcast we discuss: How and when to capture customer feedback? What to do once feedback is received? Setting up the right team structure and process to manage the closed-loop feedback process. Relevant communications around NPS to keep everyone informed about and close to the customers. This discussion really demonstrates how to use NPS to bec