IG1394 Telco NPS Management Framework v1.0.0

The Net Promoter Score (NPS), an important metric widely used in customer experience management, is strongly correlated with a company’s market performance. More and more CSPs are applying NPS as a key management indicator for enterprises and attaching unprecedented importance to the endeavor. Because NPS is an important indicator that reflects CSP business performance, based on CSP’s different  stakeholders, the NPS indicator can be divided into Product NPS, Network NPS, and Service NPS, which are supported by MAMA value streams. Correlate NPS survey data and customer journey data, using new technologies such as AI and big models, to provide an end-to-end solution for CSP value & NPS improvement.

This document aims to: Common agreement on challenges of traditional NPS Formalize common definitions for a new approach to managing a new family of leading NPS indicates that improve CX outcomes Propose a standard management framework to support next gen telco NPS Establish key components to manage the next gen telco NPS management.