---
title: "Transforming Customer Service with NPS: From cost center to strategic lever"
description: "Transform Customer Service with NPS: from a cost center to strategic leverage to improve customer satisfaction and create long-term value"
---

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# [Transforming Customer Service with NPS: From cost center to strategic lever](https://www.mysoluta.com/en/blog-soluta/transforming-customer-service-with-nps-from-cost-center-to-strategic-lever)

 Written by [Soluta](https://www.mysoluta.com/en/blog-soluta/author/soluta) | 04/09

Customer Service is often perceived as an inevitable cost center, intended to meet customer needs. But what would happen if we overturned this perspective, making it a strategic element for creating value? This is where the NPS (Net Promoter Score) comes in.

##### What is NPS and why is it crucial for Customer Service?

NPS measures the likelihood that a customer will recommend your company, product or service to others. This simple but powerful indicator reflects both customer satisfaction and loyalty. When applied to Customer Service, NPS becomes a tool to measure the impact of customer interactions and identify opportunities for improvement.

##### How to measure NPS in a practical way?

Here are some concrete solutions to best measure and exploit NPS:

1. **Utilizzare strumenti come HubSpot o SurveyMonkey**  
   Puoi integrare un servizio di survey, come SurveyMonkey, direttamente nel tuo CRM. Questo consente di inviare questionari personalizzati e tracciabili ai clienti, raccogliendo feedback utili.
2. **Inviare il questionario via email o su una landing page**  
   Con un sistema multilingua, come quello di HubSpot, puoi raggiungere i clienti ovunque, adattandoti al loro contesto linguistico.
3. **Frequenza e confronti temporali**  
   È importante inviare il sondaggio a cadenza fissa (ogni sei mesi o un anno) e confrontare i risultati nel tempo per monitorare i progressi e identificare trend critici.
4. **Tracciabilità delle risposte**  
   Metti dei tracciatori in modo da sapere chi ha risposto cosa. Questo ti permette di intervenire in modo tempestivo sui detrattori e rafforzare la relazione con i promotori.

##### Valutare le performance del Customer Service con l’NPS

1. Associate the NPS with specific touchpoints  
   For example: You can monitor NPS for calls, emails, chats, or other interactions by identifying the most critical moments for the customer experience.
2. Correlate NPS to other KPIs  
   Crossing the NPS with metrics such as average resolution time or first call resolution rate gives you a more complete view of your service performance.
3. Monitor trends over time  
   An increase or decline in NPS can point to significant changes in service quality or customer expectations.

##### From an element of spending to strategic leverage

To turn Customer Service into a strategic lever, it is essential:

- Act proactively on feedback  
  It uses the feedback collected with the NPS to improve internal processes and prevent future problems.
- Integrate the NPS nel ciclo di vita of the client  
  Connect Customer Service data with sales and marketing to gain a global view of customer needs.
- **Form a team  
  **Involve Customer Service staff, explaining how their work directly contributes to satisfaction and loyalty.

##### What does it take to implement NPS?

To get effective results, you need to:

1. A survey system integrated with the CRM  
   Make sure the questionnaires are traceable and easily manageable.
2. A contact database  
   Email, phone, chat or customer portals to send surveys.
3. A clear reporting system  
   For example, you can use Salesforce to create custom reports.
4. Actions to recover disgruntled customers
   
     - B2B: Provide the sales team with the list of dissatisfied customers or plan centralized recall campaigns.
     - B2C: Implement specific promotions or incentives to regain customer trust.

##### NPS as a lever to generate value

Seeing Customer Service through the lens of NPS fundamentally changes the way of perceiving this investment. From a cost center it can transform into a powerful tool for strengthening relationships with customers, improving word of mouth and generating long-term value.

##### Here is an example implementation on HubSpot and Salesforce

In Soluta we can implement an NPS strategy for you, with HubSpot:

or with Salesforce, leading to an outcome like this:

 

 

And if all this seems complex to implement, Soluta can do it for you!

 

[View full post](https://www.mysoluta.com/en/blog-soluta/transforming-customer-service-with-nps-from-cost-center-to-strategic-lever)

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