Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. But the damage doesn’t stop there.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. In 2013, McDonald’s recorded the longest waiting time at its drive-thrus.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Kayako

MARCH 14, 2022

It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. In today’s world, customers expect more personalization and almost instant solutions. 70% of consumers choose companies that deliver excellent customer service.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

ProProfs Chat

JUNE 14, 2019

Attracting a new customer is 6-7 times more expensive than retaining a current one. A 5% increase in customer retention can produce 25% more profit. Increasing customer retention rates by 5% boost profits by 25% to 95%. 34% of companies are implementing “customer journey mapping” into their customer service.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90