Case Study: TomTom improves customer and employee NPS with Scorebuddy

How Scorebuddy Helps to Create the Effortless Customer Experience

TomTom, the Dutch location technology company, needed to modernize its customer service quality program as demand grew and its internal systems no longer gave it enough flexibility or automation. Looking for a more consumer-centric approach, TomTom chose Scorebuddy to support an effortless scorecard initiative focused on customer-centric quality evaluation and improved NPS.

Scorebuddy implemented a self-scoring QA model across TomTom’s contact centers, helping agents build self-awareness while giving managers better data for coaching and improvement. The result was increased customer and employee NPS, stronger analytics for spotting trends and benchmarking performance, and a more efficient, customer-focused call center operation.

TomTom