Potential Calls which had cancelled services: 238 (34%)
Assuming successful conversion of 10%: 24 Renewed service calls
Additional Revenue from Successful Rebuttal: $400 x 24 = $9,600
Additional Monthly Revenue from 10,000 calls: $24k
Additional Annual Revenue: $288K
• CES has the most impact on NPS, and satisfaction is very low, so it needs to be Prioritized. Customers are putting high effort in order to get the resolution and this results to low NPS Score
• Courtesy has high Impact on NPS with higher customer satisfaction so it should be Leveraged; however, Knowledge has higher satisfaction with low Impact on NPS so it can be maintained
