However, companies that consumers love always try to make their lives easier: they clearly explain what exactly they will be paying for and when, and how the bill will be issued. But those at the bottom of the NPS rating try to keep all these processes secret, to create as much fog as possible so that billing remains opaque.
If your business gets its main income from regular charges (for example, from a monthly subscription to a service), then payments must be transparent and understandable. The more aggressive and confusing the billing, the less trust your customers have.
Poor user support
Customer support is a weak point sri lanka email list for many companies with a poor NPS score. According to the Temkin Group NPS Benchmark review published in 2015, the “champion” was Comcast TV: its NPS was -17 points. Comcast TV’s poor support became the talk of the town, and was even discussed in the US Senate (the company made excuses and demonstrated its plans to improve its reputation).
It's not even about the quality of service, but about the rude tone. The company's staff was trained not as support specialists, but as sales managers. Clients who needed help received not a consultation, but an aggressive sale. This allowed them to retain the audience for a short time, but ruined the brand's image.
If customer loyalty is more than just a buzzword, remember two things. First, your audience will never forget or forgive you for poor service. Second, by trying to retain a customer at any cost, you are losing them. Comcast has only a handful of customers left, and hundreds and thousands have given up on its services forever.
Target audience sentiment
In 2007, the majority of bank customers were quite satisfied with financial services. The NPS index of financial institutions averaged 30 points. The global crisis spoiled everything, and today consumers are not so optimistic. The average NPS value has dropped from 40 to 22 points in a couple of years, and for credit service providers it is even worse: NPS has fallen from 27 to 11 points.
Other industries have not seen such noticeable changes, but overall market trends have affected customer sentiment in all areas in one way or another. In addition to low-quality service and a product that is not competitive in itself, the NPS index suffers from public opinion and market trends. And when these factors overlap, nothing good awaits the company.
Reasons for Low NPS
The crisis is over, and satisfaction with financial services has increased again. But not for all banks, only for those that were not the subject of scandals. Some organizations have not been able to return to their previous level. For example, HSBC bank recorded an NPS of -24 points this year and has not been able to restore its image, damaged by a series of scandals and poor service.