Yes, Net Promoter Score (NPS) does matter.
Customers that are Promoters of residential telecom services are about 30% less likely than Detractors to disconnect. Similarly, among those who do disconnect, they stay about six months longer than their counterparts. How do we know? Our CEO helped Bright House earn ten J.D. Power awards as their head of research.
Let us help you reduce churn and harden your system against the competition.
Contact us for a free consultation and learn how other carriers are using our tools to stay ahead of the game.
Mission
Tailored Customer Studies
Understand your customers. Track your company performance with custom customer surveys tailored to meet your company’s specific needs. We can measure customer satisfaction, net promoter score and customer effort scores. The studies will uncover key aspects of your relationship with customers including analysis of service levels and support, geographic effects, and demographic influences. Learn more.
"WITH THEIR EXPERTISE AND TOOLS ON OUR SIDE, WE’RE CATCHING UP TO THE NATIONAL PLAYERS.”
- Midwest Broadband Provider
Vision
Competitive Benchmarking
Track the competition. We track the same metrics for key national competitors to provide a benchmark for comparison. This gauges where you stand compared to the national systems and even regional peers. From here we can better understand key performance indicators and evaluate how they affect performance and profitability. Learn more.
“WE NOW HAVE A BETTER UNDERSTANDING OF OUR CUSTOMERS AND OUR COMPETITION.”
- Regional Broadband Provider
Mission
Custom Reporting Options
Reports that make a difference. Hawk Arrow crafts custom reports and a reporting process based on your needs and your budget. Your dashboard can be custom built to report monthly or quarterly with a six-month moving average to show trends. Executive summaries include strength, weakness, opportunity, and threat analysis. Whatever your reporting needs our analysts can prepare and present detailed finding for your team. Learn more.
“WE COULDN’T AFFORD TO DO THIS ON OUR OWN.”
- Southeast Broadband Provider
Contact Hawk Arrow
Call or email us today and learn more about how we can give you the tools and expertise you need to take customer satisfaction seriously and harden your system against the growing competition all with a budget conscious effort.