ASMAOne - Net Promoter Score™ & Advocate Index™ service
VIRTUATel have created ASMAOne - the simplest Customer Experience Management measurement. It is a one question, automated satisfaction survey for call centres, collected directly from your callers.
ASMAOne creates an Advocacy Index™ or a Net Promoter Score™ of call centre customers and provides a daily "score" of customer satisfaction, which is proven to give a strong predictive indicator of revenue growth.
You simply transfer a small number of your call centre callers to our service at the end of a call, where they answer the single question.
The Advocacy Index™ and NPS™ question is based on research by DrPaul Marsden of the LondonSchool of Economics (see “Advocacy Drives Growth”- 2005), which in turn builds on research in the US by *Frederick F Reichheld, consultant to Bain & Co. It uses the question: "How likely is it that you would recommend this organisation to a friend or relation?" to create an index of customers as follows:
Promoters: An unpaid sales force for your company and a very important group. They are likely to repurchase, provide referrals and are an excellent predictor of customer behaviour.
Neutral: Of great value if they can be moved to Promoter status.
Non-Promoters: This group can be highly damaging and many companies have mistakenly focused on this group to the exclusion of Promoters.
ASMAOne creates a daily, weekly and monthly Advocacy Index™ or Net Promoter Score™ based on the results, which can be viewed via a secure web site. Not only can you monitor customer changes but obtain an immediate warning when Non-Promoter numbers are increasing.
PLUS, we ask every Non-Promoter "What would make a difference to your score?". The recordings can be transcribed so their responses also appear in the reports available - REAL feedback from REAL customers, upon which you can act immediately.
The ASMAOne service is also a key component of ASMAGain, our real-time Customer Retention system, which uses customer surveys to save dissatisfied customers.
One Last Thing
If you tell us the customer account number, their score can be returned to your customer database. Just imagine, your agents would know every customer attitude, whenever they called!
To register for our Advocacy Index™ White Paper, click here
™Advocacy Index is a Trade Mark of VIRTUATel Ltd. Net Promoter Score a Trade Mark of Satmetrix
*"The One Number You Need to Grow" - Harvard Business Review December 2003
2010, London UK: Low Cost Automated Telephone Surveys for Genesys GVP
As a VoiceXML agnostic automated survey service, VIRTUATel's ASMA can now be implemented using the Genesys GVP platform with the minimum of effort or cost. "We can now offer any GVP customer almost immediate use of fully automated customer surveys, whether hosted or on-premise." says Alan Weaser, VIRTUATel Director. "We already have GVP users conducting anything from hundreds to many millions of surveys, every month and it's a great way of protecting a customer's Genesys investment".
For more information about VIRTUATel's ASMA contact ushere
VIRTUATel -
Helping you Listen to the Voice of Your Customer
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Promoters: An unpaid sales force for your company and a very important group. They are likely to repurchase, provide referrals and are an excellent predictor of customer behaviour. 
Neutral: Of great value if they can be moved to Promoter status. 
Non-Promoters: This group can be highly damaging and many companies have mistakenly focused on this group to the exclusion of Promoters. 
