Survey shows opportunity for service providers to profit from NPS increase

As announced by Amdocs, the findings of second global consumer survey of smartphone owners in North and Latin America, Europe and the Asia-Pacific region have revealed that there is direct connection between Net Promoter Score (NPS) and the service provider revenue and costs with 88 per cent of consumers indicating that they would increase spending with their service provider by almost one-third if they received better service, and a further 84 per cent stating they would be happy to recommend their service provider to family and friends, thus reducing the cost of customer acquisition.

Rebecca Prudhomme, Vice-President for Product and Solutions Marketing, Amdocs, said, "Service providers need to simplify the customer experience to help increase NPS. Proactive care and self-service strategies, such as those supported in Amdocs’ CES 9 portfolio, not only help increase NPS but, as demonstrated by this survey, can also increase revenue."

"This type of research helps quantify the link between customer loyalty (NPS) and profitable growth. The results provide a clear message to the industry: improve customer service if you want to grow," said Fred Reichheld, Founder of Bain & Company's Loyalty Practice and Creator of the Net Promoter System of Management.

The other key findings of the global survey of 2,000 consumers include the service provider NPS remains very low. Industries with good NPS typically score 30-50 per cent. Three-quarters (73 per cent) of consumers have complained about their service provider on social media on average six times in the last 12 months.