evaluagent has added an Expected Net Promoter Score (xNPS) feature to its evaluagentCX platform.
The feature uses generative AI (GenAI) to predict the likelihood that a customer will recommend the business to a friend or family member after every interaction.
In doing so, it removes the need for post-contact surveys, which few customers ever fill in. Typically, it’s just those who have had an extremely positive or negative experience.
Indeed, traditional NPS surveys have an average response rate of just three percent – according to evaluagent. xNPS generates a score across 100 percent of contacts.
As such, xNPS can provide a more comprehensive reflection on the customer’s willingness to recommend the business.
Also, as Nadine Edmondson, Director of Product Marketing and GTM at evaluagent, told CX Today, in-house testing has shown an excellent correlation between xNPS and traditional NPS scores.
Sharing more on the benefits of xNPS, Edmonson stated: “The development of xNPS means evaluagentCX users will get a far more representative view of customers’ feelings, beyond individual agents’ performance.
They won’t be limited to a small sample size of their audience anymore, enabling them to make more informed decisions, understand the pitfalls and opportunities, and use the analysis to drive positive impact across the business.
“We’re very excited about the potential of this feature and how these scores can then be connected to other insights within the platform, ultimately elevating our clients’ understanding of their customer experience.”
In addition, there are notable benefits in combining the xNPS score with the various contact center quality assurance (QA) tools available within the evaluagentCX platform.
For instance, contact center leaders may look for a correlation between xNPS and quality scores to ensure their QA scorecard criteria measures what matters most to customers.
Moreover, QA leaders can use xNPS scores to support their manual contact monitoring strategy by indicating which contacts will likely serve up the best improvement and positive recognition opportunities.
As evaluagent forays further into the world of predictive analytics, it will build xNPS into oven-ready QA workflows to better enable such use cases (and others!).
Yet, existing evaluagentCX users may already benefit from the feature, now available in an early access program.
Early adopters will help evaluagent complete its product testing and enjoy a “seamless” one-click activation.
Evolving NPS? It’s About Time!
Since its launch in 2003 – in a Harvard Business Review article entitled: “The One Number You Need to Grow” – NPS has remained a widely utilized metric within the CX sphere.
Nevertheless, it has its flaws, particularly in how companies measure it.
For instance, in some cases, contact center managers have asked agents to only send the post-call survey to customers who seem happy at the end of the interaction.
As a result, the NPS score is no longer a reliable, accurate metric. Instead, the manager twisted it so the contact center would look better.
Such practices are relatively commonplace across the contact center space – especially amongst organizations where the execs give oversized attention to North Star metrics, like NPS.
Another classic example of how contact centers gamify NPS is in tweaking the traditional NPS question: Would you recommend this company to a friend?
In doing so, they may not ask about the company as a whole but just one aspect that they know will score well.
For example, the post-call survey may ask customers: “Would you recommend our delivery services to a friend?”
As such, NPS scores often become watermelon metrics. Green and glossy on the outside, but – dig under the surface, they are red and seedy.
Thankfully, with innovations like xNPS – which uses AI to monitor CX metrics – these metrics become much more difficult to twist and gamify.
As such, they’ll likely provide a much more accurate reflection of customer experiences.
Of course, there are other issues with NPS, as CX Today explored last year in the article: Is This the Beginning of the End for NPS?
However, innovations like xNPS – and the recent Ai CSAT Score from Dialpad – offer a positive step forward toward more reliable CX measurements.
