Customer Service & NPS


No. of mini-lessons4

ResourcesTakeaway Tasks

Duration 10'

No. of mini-lessons 4

Resources Takeaway Tasks

Course overview

Customer service is all about understanding and fulfilling customer needs. But what if you’re unsure of what the customer actually wants? Customers who don’t feel listened to are less likely to recommend your products or services and could even turn to your competitors. That’s why gaining insight into customer satisfaction is important. 

Using NPS, or a net promoter score, is a simple way of measuring customer satisfaction. Customer responses from a straightforward 2-minute survey feed into an NPS formula. Your customer service mnagers can then use the calculated figure to measure whether your teams are doing a good job or not. This course will give them an introduction.

What's covered

The key characteristics of the NPS method

How net promoter scores are calculated

How NPS can be used as a KPI

6 key strategies to improve your NPS

Why your teams need this course

In this course your customer service managers will learn about the key characteristics of the NPS method, how scores are calculated, how NPS can be used as a KPI, and some strategies to improve your NPS.

CPD Member

Accredited by CPD

TalentLibrary is recognized as reaching the standards and benchmarks required by the Continuing Professional Development (CPD) Certification Service.

The CPD Certification Service is the world’s leading and largest independent accreditation organization for professional development courses across all industry sectors.