An improvement of customer experience by using net promoter score (NPS) at TMPoint Johor

Abstract

This study focuses on the improvement of customer experience by using net promoter score at TMpoint Johor. Action research was applied in the study and an intervention plan was designed to determine the respondents' level of experience with TMpoint service quality. There are two objectives of this study: Identify the problems and challenges in strengthening the Net Promoter Score of customer experience and the impact of the intervention planned by using Net Promoter Score for improving customer experience at TMpoint Johor. The interview session was conducted involving two people from the management and operation personnel at TMpoint Johor to supply the information needed for this research and who satisfied the stated criteria. Respondents were chosen based on their employment at TMpoint in Johor. This is because these individuals are in charge of connecting the customers. TMpoint also serves as the first point of contact for TM customers, answering all of their needs and queries. It was found that a good NPS program results in more returning customers and lower customer acquisition costs. Attracting new clients is an expensive activity, but keeping existing customers is far less expensive. Using an adequate NPS program, TMPoint can determine the best strategy to keep existing customers in order to retain business for a longer period of time. From the analysis, the data from pre-intervention and post-intervention shows improvement in terms of customer satisfaction. The study shows the importance of establishing a relationship between customer experience and measurement models such as net promoter scores. The most important factor that determines customer loyalty is the customer experience. Customer experience will be assessed for this study by measuring service quality. NPS surveys are particularly useful because they are very short and may reach customers who may be more difficult to reach through traditional methods.