In its unwavering commitment to ensuring excellent customer service delivery and responsiveness to customers, Visafone has introduced an opinion poll methodology tagged; Net Promoter Score (NPS).
The Visafone NPS aims to measuring market performance and customers’ views about its products and services. It identifies its core competitive areas and assesses alignment with customer perception to satisfy an increasing crop of customers from all walks of life.
Mrs. Lynda Amechi, Visafone’s Head of Customer Care, described the initiative as a laudable one that provides Visafone a firm platform to sample public opinion by researching customer knowledge, perception, and attitude/intentions with reference to Visafone’s products and services.
“For example, “questions like- How likely is it that you would recommend Visafone to a friend or colleague?” would be asked and responses obtained on a scale. An index developed therefrom would then be used in evaluating our services and brand advocacy by customers,” Amechi said
According to Amechi, the ongoing evaluation aids the continuous drive for improved customer experience, and therefore the popularity and relevance of the Visafone brand.
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