Your customers’ satisfaction is our N°1 objective.
In the context of white-label, we do believe we owe it to you.
The Net Promoter Score (NPS) is a universal indicator of customer satisfaction and loyalty. It is used in all countries by companies of all sizes and all sectors.
Your customers' satisfaction is measuread after every new production or from a subsequent e-mailing campaign.
You are informed in real time of the Net Promoter Score.
How does it work?
We ask the following universal question to your client:
«Would you recommend your studio to your professional circle?»
Your client rates from 0 (not likely) to 10 (very likely).
Depending on the score given by the customer, it is classified in one of these three categories:
Promoters: score 9 or 10
Passives: score 7 or 8
Detractors: score from 0 to 6
NPS: a simple operation
NPS is calculated by taking the percentage of promoters and subtracting the percentage of detractors. FYI, the NPS is not expressed as a percentage but as an absolute number which is between -100 and +100.
For example, if you have 25% Promoters, 55% Passives, and 20% Detractors, the NPS will equal +5.
A positive Net Promoter Score (>0) is considered an indication of good customer satisfaction. A score of 40 or above obtained is considered a very positive score!
Promoters, Passives, Detractors ... and then what?
Promoters assign a score of 9 or 10. They are the most loyal and satisfied customers. Promoters will continue to purchase our studio services. They represent the companies that our customer service will call in priority for loyalty or for selling a subscription on your behalf, if you have authorized us to do so.
Passives assign a score of 7 or 8. Good enough... it's true! These customers are generally satisfied, but they do not have the same enthusiasm as promoters and remain reluctant to recommend. This category is more likely to be attracted to competitive offers. Passives are the hardest to convert to promoters.
If they get back in touch with the studio or if they order new messages, our teams are warned that we must try everything and develop the relationship. They must be offered strong support, advice and additional attention. We must put even more efforts and show them that they are important to us!
Detractors assign a score between 0 and 6. This category is potentially dangerous because these ratings can result from a disappointment in the performance, and have a negative impact. A client who evaluates with such a rating must benefit from a proactive approach. It is mandatory to solve the problems he encounters.
We are not talking about developing a bond here but about re-establishing a bond of trust.
Tailor-made detractor management
First, our teams are notified automatically in our internal messaging service. They are responsible for calling back within a week. It is a matter of better understanding their partial or complete dissatisfaction. A report is drafted and made available to our partners on the extranet production sheet.
Secondly, the comments of detractors are recorded and are carefully studied to correct or activate new services. These are all comments that allow us to constantly improve our services.
Since the beginning of our partnership (12 years) everything has always been simple. The tools are well thought out and always improved in the right way. The team is attentive, always available, fast and efficient. A perfect partnership!
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Elise BENARD
AJ PHONE
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The contact is always pleasant and responsive, they listen to your requests and deal with them quickly. . Excellent call handling. Always a pleasure to work together, don't change anything!
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Emmanuel PIERQUET
KIWI
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An always dynamic and pleasant team.
Thanks to Phone Design, we've added real value to our telephony/communications operator offering.
Communication with our customers is exemplary.
The management tool and the interface for the end customer are just as impeccable.
We particularly appreciate the exchanges, which resemble a genuine partner relationship rather than a simple customer/supplier exchange.
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Sandra VIALANEIX
PRISMATEL
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7 years of partnership with Phone Design! Throughout all these years I have enjoyed faultless service, unfailing availability and professionalism. A very easy and user-friendly website, a proven and perfectly effective white label customer experience. Motivated and responsive teams and... to top it all: plenty of humor and cheerfulness. We never grow tired of it!
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Morgane GESNOUIN
SVP INNOVATION
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Deadlines are always met, even when they are exceptionally very close, the team is always available, very attentive, putting partner and customer satisfaction first. As far as I'm concerned, nothing negative to mention, it is a pleasure to work with you!
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Emmanuelle BLOT
CALLINK
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We have entrusted our clients with serenity to this studio for 20 years, they perfectly manage contact and advice. Always available and attentive, they meet our needs perfectly.
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Nicolas QUINET
VODOLIS
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Good customer support and advice! The messages are perfect and very professional. Thank you to the entire team!
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Florian DEZERE
VIST AND COM
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The service is always fast and top-notch, and there's no shortage of professionalism! What more could you ask for, except that it continues. I look forward to using your services again
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Nathalie VINTI
BEST TELECOM ET RESEAUX
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We've been working together for several years now and we're very satisfied!
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Florence GARNIER
WAYCOM GROUPE ADISTA
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The Conseil Sonore teams are always responsive and attentive. A pleasure to work together. Florence Garnier
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Ludovic DESCHAMPS
NORETTES COMMUNICATION
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Teams always available when needed. It would be great if the customer could order his studio messages himself online.
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Sylvie CARTON
KOESIO AURA TELECOM ST ETIENNE
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good advice to our customers quick response and good follow-up of files
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Valery LALAUS
UC TELECOM - ERIZON CLOUD
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5-star service, fast delivery, very efficient ordering service, available and competent sales department. Very high quality of voice prompts (voice and music, without forgetting the perfectly measured and controlled mixing). A huge and distinct advantage for us, possibility of customizing to your brand.
In a few words: Phone Design is GREAT.
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Assala BELIER
HEXACOM RHONE-ALPES
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Available, efficient, very friendly, and cheerful teams.
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Anne DUBOIS
KOESIO AURA TELECOM VALENCE
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I can find no fault, in terms of customer relations as well as on the technical side. . The communication is fluid with a very high quality of service, very attentive and responsive, which constitutes the basis for a satisfied clientele. Thank you for your constant good mood!
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Virginie TOURLAN
FOLIATEAM APPS2COM
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7 years of partnership with Phone Design! All these years I have been able to appreciate faultless service, unfailing availability and professionalism. A very easy and ergonomic website, a proven and perfectly effective white label customer experience. Motivated and responsive teams and... icing on the cake: humor and smiles on the agenda. We never tire !
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Alexandra GUESNIER
AJ PHONE
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A partnership that's lasted (almost 10 years) without a hitch!
The team is top-notch and the messages are top-notch.
Long may it continue in the same vein.
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Claudine CAILLEUX
PREDETEC
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Very good partner who remains attentive to our customers and our company.
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Nicolas BONNET-GERTHOUX
TECH ONLY
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Thank you to the whole team, who always gives good advice and is in tune with customers' needs.
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Michael BORDES
WAYCOM AGENCE AQUITAINE SUD
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As an integrator, I've used Phone Design's services on several occasions and I've always been completely satisfied with their service, efficiency and professionalism. I recommend it with my eyes closed.
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David MARCH
E-MSN
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Real professionals who listen to you, who do a remarkable job, who are always available and give very good advice. Don't hesitate to call on their services.
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Diégo PREVOST
UNITED TELECOM OUEST
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A friendly and very professional team responding to all our requests and offering very good customer follow-up.
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Patricia PICON
ARTELCOM GRAND SUD
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The team is readily available, in tune with customers' needs and also very responsive. Do not hesitate, your customers will come back
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Jennifer DROZ
JS TECHNOLOGY
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A quality service with a receptive and competent team. It is always a pleasure to work with you.
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Sephora RADIGUET
BIC - Bureautique Informatique Communication
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The team is always readily available, in a good mood and strives to satisfy each of our requests. Reliable, pleasant and highly professional. It is very pleasant to have high-quality partners. Thanks!
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Lucette JULLIAN
NAPSIS GROUPE
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Efficiency, simplicity and availability ensure our customer satisfaction. Thank you to all the Phone Design team.
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Nathalie BRICE
FACTORIA TELECOM
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A highly professional team. Very pleasant and responsive staff. No problems. They are great!
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Elodie DA CUNHA
OPTIMO CONSEIL
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... and we know that we can count on Phone Design to adapt and carry out all our customers' requests, even the most urgent ones ;)
Our customers are always satisfied with the quality of the messages and recordings!
Thanks to the whole team for their responsiveness!
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Jérémy PERCET
CAL IT
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Studio I've been working with for 12 years now.
efficiency and professionalism.
The whole team is really pleasant.
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Pascale NAVARRO
MS COM RHONE ALPES
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WITH PROFESSIONAL AND FRIENDLY CONTACTS
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Grégory ROBERGE
ROS TELCO
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If you had to find a synonym for "service" Phone Design would be one. It is a real added-value service, from making contact with our customers to production follow-ups. None of our telephone solutions is sold without a 3-message package.
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Sandrine CHATRIE
SEE SERVICE EXPERT ENTREPRISE
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A user-friendly site and a fast, very efficient team that perfectly answers our questions, whether by phone or by email!!! You can hear their smiles, even over the phone. Thanks
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Angèle SPALLETTA
ATELSYS
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It is very pleasant to work with the Phone Design team, the employees are focused and attentive, and the quality of work is much appreciated.
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Cécile FRONCZAK
CTR
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I can't think of anything negative to say. The people I speak to are always pleasant, quick to respond and very helpful when it comes to dealing with my clients' mishaps. . Thanks, keep up the good work :)
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Cyril BERGEREAU
SETIPP
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Very good partner, flexible and very responsive. I recommend it.
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Hédia FILALI
KOESIO AURA TELECOM VALENCE
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Efficiency and speed of processing our requests
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Xavier CLERGEAUD
KOESIO BOURGOGNE FRANCHE COMTE
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The team is always efficient, available, friendly and close to our customers. Not to mention the excellent services and the very competitive prices.
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Nicolas SALLARD
VOXEA
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Very responsive and in tune with our customers
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Cécile DUCROUX
KOESIO AURA TELECOM ECHIROLLES
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Team always available and pleasant
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Sébastien LOSTE
TELERYS COMMUNICATION
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A hyper-reactive team, ready to listen, at the service of your teams and customers, who will love waiting on your lines to the sound of the original melodies and golden voices offered by the Studio. To be listened to without moderation!
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Franck GUIGNAND
ALSATIS
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We've been working with Phone Design for several years, and always with the same professionalism and reliability. The people who deal with us are pleasant, attentive and full of good advice.
