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CSAT & Six Sigma

Shruti A
in Applicability in ITES (BPO/ KPO)

Featured Replies

How can we benefit using Six Sigma to improve Overall CSAT & NPS for our customers?

  • 1 year later...

Hi Shruti, 

 

Overall CSAT & NPS may be a large scope in most organizations. For example, in a Hotel, NPS is captured on 2 elements in a restaurant, on 2-3 elements in reception and so-on. It is best to focus on areas that show poor NPS and pick one area at a time as a Lean Six Sigma project. 

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