Case Study: Norlys improves customer experience with nps.today

Norlys improves customer experience across 1 million customers with nps.today

Norlys Digital, part of the utility group Norlys, wanted to improve customer experience and create a uniform service culture across its brands. To achieve this, they partnered with the vendor nps.today.

nps.today implemented its P-GAP tool, which calculates the emotional distance between a customer's and an employee's experience of a call. This solution provided valuable insights, enabling employees to take more initiative and responsibility. As a result, agents became more skilled and customer satisfaction increased. The vendor nps.today helped Norlys shift focus from KPIs to understanding customer needs, creating a common culture within the organization.

Norlys