CASE STUDY: Improved Training And Incentive-based Pay Beat NPS Goals

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NPS Improvement
Update: Our client’s CEO recently stated in a letter to their customer base that our partnership is the best they’ve had in a decade.

About our Client
A financial software tool that subscribers use to track their financial data, from bank account balances, to loan balances and investment account values. Annual subscription renewals (happy customers) account for the largest percentage of their annual revenue.

The Challenge
Our client had contractual KPI for NPS (Net Promotor Score) of 50% or greater by day 60 of our pilot program.

Our Approach
We achieved results through selective hiring, improved training processes, and incentive-based pay which was aligned with the client’s KPIs and regular coaching sessions.

Our Results
We exceeded the contractual KPIs in the first two weeks and now consistently run above 75% every month.

Update: Our client’s CEO recently stated in a letter to their customer base that our partnership is the best they’ve had in a decade.

  • 75% – NPS after 60 days (Goal: 50%)

  • 50% – Amount of increase over goal

On Key

Business Process Outsourcing

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