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How NPS was pioneered at Intuit & Sprint, with Brian Andrews – CB46

Customer Bliss

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163
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Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

TRU now sees strong Customer Satisfaction (CSAT) scores at 4.28 / 5, and an average 25 second wait time for support. out of 5 CSAT score, and positive feedback from live chat engagements that feel personal and genuine. Among the best features is a dedicated app marketplace with custom integrations.