"We actively use Pulse, and there is no doubt it helps in gaining clarity on the client value we are delivering and it’s vital to know that to test yourselves on your perception vs your clients' and ensure you are aligned. It undoubtedly helps to grow our relationships and drive new business opportunity. Retention is an outcome of that.
Pulse drives client value as we're able to adjust and respond on the feedback and it's rewarding for our teams when they get recognised by the clients."
About Xerox
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing their leadership position in office and production print technology, they’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, their differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for their clients. At Xerox, they make work, work.
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Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.
In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.