Sprint Corporation is focused on Net Promoter Score; Sprint Promoter Score (SPS). Chief Operating Officer Nestor Cano comments; it’s not just a friendly voice saying, thank you for calling Sprint. It’s everything customers experience: our network; our website; the way we listen, interact and respond. Adding up the survey scores from customers and Sprint wants customers to say something good about Sprint. That’s the promoter part; Sprint Promoter Score.
Sprint surveys their customers using a CRM software called Medallia. Medallia is a customer satisfaction system customized for Sprint Corporation. The reporting system is a web-based application that allows users to see aggregate views or individual detailed responses of the retail, care, …show more content…
The data can quickly signal the pulse of the environment and pinpoint negativity or successes Medallia has also been established to create follow ups either via an outbound call or an email. The purpose of Sprint’s Detractor Callback Program is to: Resolve any outstanding customer issues, stop the spread of any negative word of mouth and learn and apply customer feedback to improve. Medallia also provides an email template for agents to follow up on a recent sale or customer service interactions. Using email is treated as a promoter.
Customer Satisfaction Measurements
At Sprint Corporation; the Sprint Promoter Score (SPS) is determined from several survey questions scored by the customers at the time of sale (store, online, phone) and or when they contact customer service. These questions are scored (scale of 1-10) and add up to a range to define how our customers feel about Sprint.
Promoters (score 9-10) are loyal, who will keep buying and refer others.
Passives (score 7-8) are satisfied, but vulnerable customers to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage the
Sprint surveys their customers using a CRM software called Medallia. Medallia is a customer satisfaction system customized for Sprint Corporation. The reporting system is a web-based application that allows users to see aggregate views or individual detailed responses of the retail, care, …show more content…
The data can quickly signal the pulse of the environment and pinpoint negativity or successes Medallia has also been established to create follow ups either via an outbound call or an email. The purpose of Sprint’s Detractor Callback Program is to: Resolve any outstanding customer issues, stop the spread of any negative word of mouth and learn and apply customer feedback to improve. Medallia also provides an email template for agents to follow up on a recent sale or customer service interactions. Using email is treated as a promoter.
Customer Satisfaction Measurements
At Sprint Corporation; the Sprint Promoter Score (SPS) is determined from several survey questions scored by the customers at the time of sale (store, online, phone) and or when they contact customer service. These questions are scored (scale of 1-10) and add up to a range to define how our customers feel about Sprint.
Promoters (score 9-10) are loyal, who will keep buying and refer others.
Passives (score 7-8) are satisfied, but vulnerable customers to competitive offerings.
Detractors (score 0-6) are unhappy customers who can damage the