The real cost of ‘No Fault Found’

It’s been said that no more than one in 10 of all phones sold are reported as faulty at some point. Of these, roughly half are returned, and half of those returned are found to have had nothing wrong with them. No Fault Found in telco is a $4bn problem.

Are telco experience managers falling out of love with NPS?

Fred Reichheld created the Net Promoter System back in 2003 and it’s been the favoured measure for customer satisfaction in telco ever since. But fifteen years on, many of the experience managers we talk to are starting to ask some big questions about NPS.

A tale from the front line: in-store customer service is broken all over the place

When we launched Support Robotics we made it our mission to be a game-changing company that helped telcos deliver better customer support in new ways.