The client approached MattsenKumar to study their NPS and highlight improvement opportunities to impact their customer experience and loyalty outputs. - Outcome: Our analysis helped our customer get a deeper insight into the "actual" critical aspects impactingcustomer experience & loyalty. Considering the above results, it appeared that "customer efforts" was an important aspect that needed to be tied to the survey responses and was our recommendation for inclusion in the survey form. This enabled the client to focus on business opportunities while improving on agent's opportunities at an organization level. Through combined efforts, our client experienced an improvement of 9.4 points in Consumer Support Campaign and 12.1 points in Technical Support campaign was observed after 9 months.

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