Poor Net Promoter Score (NPS) and SLAs
Poor Net Promoter Score (NPS), C-Sat scores and poor performance in Service Level Agreements (SLAs) can have a significant negative impact on a B2B company’s overall growth.
Impact on overall company growth
- A low NPS score indicates that a company’s customers are not satisfied with its products or services, and are unlikely to recommend the company to others. This can lead to a decrease in word-of-mouth marketing and a decrease in new business, which can negatively impact overall growth.
- Poor performance in SLAs can also negatively impact a company’s growth. SLAs are agreements between a company and its customers that outline the level of service and support that the company will provide.
- If a company is not meeting the SLAs it has agreed to, it can lead to customer dissatisfaction, lost business, and negative word-of-mouth.
- If a company is measuring them but can’t keep up its promises to clients due to inconsistent service delivery, that impacts service level agreements (SLAs). To address issues the company executives end up focusing inward. But still the clients aren’t happy. So the executives scale up the fire fighting till it becomes a burning issue. They may put in several checks and review mechanisms, which will all make their organization inefficient and ultimately non-profitable.
- Failure to meet SLAs could lead to penalties, and penalties could cause financial loss for the company. This could lead to a decrease in revenue and negatively impact overall growth.
- There will also be bad-WoM (word of mouth) in the market
If you are looking for ways to improve Net Promoter Score (NPS) and SLAs, contact us