D - benchmark

Net Promoter Score is a metric which allows effective and quick measuring of customer´s feedback.

Provides an important comparison -  the comparison of the results of touch points analysis with competition. It enables to get key information about competition and therefore supply adequate information for the decision-making process of the client. 

A touch points analysis represents a comprehensive analysis of all customer communication channels. So it can comprise mystery shopping, mystery calling, as well as mystery mailing, mystery writing. A touch points analysis is generally accompanied by a benchmark.

Contact with a customer is the key factor on how the customer perceives the supplier of the goods or services. Mystery mailing represents a simple and professional feedback to customer services provided by email.

Contact with a customer is the key factor on how the customer perceives the supplier of the goods or services. Mystery calling represents a simple and professional feedback to customer services provided by telephone.