NPS: Beyond Scoring to Innovation and Best Practice

Understand the factors that drive the Net Promoter Score


What client questions will it answer?

  • What is my NPS score really telling me?

  • What tools and techniques can I use to improve customer experience and NPS?


Who will benefit from it?

  • Contact centre managers

  • Channel managers

  • Contact centre quality managers


What is the format?​

  • One-day workshop


This one-day workshop provides participants with an understanding of the Net Promoter Score (NPS) as a customer satisfaction measure and how it can be used to drive innovation and best practice. 

NPS has been used by many organisations to measure a customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.  It is used to provide a benchmark of customer experience across channels within the organisation. But what’s behind the number? 

This interactive workshop provides people with an understanding of how they can use NPS to drive innovation and best practice through people, process and technology.  The workshop includes a presentation, followed by breakout sessions, providing participants with the opportunity to discuss key focus areas and best practice including:

  • operating model

  • channel management

  • recruitment, training, knowledge and quality management

  • workforce optimisation and management

  • process, reporting and performance metrics

  • technology

  • other stakeholders (working outside the department)


As a result of this course, attendees will be equipped with an understanding of using NPS to drive best practice and efficiencies.

Want to develop your staff and shift your organisation from good to great CX? Isabella and her team can help you achieve all this and more.

Level 14, 330 Collins Street

Melbourne, VIC, 3000


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