"In order to improve customer experience, CSPs should use customer feedback derived from NPS to inform their decisions about which digital projects merit investment."
This report explores the relationship between Net Promoter Score (NPS), which measures customer satisfaction, and the Digital eXperience Index (DXI), which measures how far communications service providers (CSPs) have come in terms of their digital transformation. Establishing the relationship between these measurements enables CSPs to understand the impact that new digital projects will have on customer experience.
This report provides answers to the following questions.
- Should CSPs add more digital capabilities to improve customer experience?
- Should NPS be used as measure of how digitalised a CSP’s user experience is?