How does Alorica measure customer satisfaction?

Alorica measures customer satisfaction primarily through customer satisfaction surveys and the Net Promoter Score (NPS) because these tools provide direct insights into customers' experiences and their willingness to recommend the service to others. Customer satisfaction surveys are designed to gather feedback about various aspects of the customer experience, allowing the company to identify areas of success and those needing improvement.

The Net Promoter Score, on the other hand, quantifies customer loyalty by asking customers how likely they are to recommend Alorica's services to friends or colleagues. This measures not just satisfaction but also customers' emotional engagement with the brand, which is crucial for understanding overall customer sentiment.

Using these methods enables Alorica to collect structured feedback, analyze it effectively, and adjust their services accordingly to enhance the customer experience. This approach is far more aligned with understanding customer perspectives and driving improvements compared to the other options presented, which focus on indirect indicators or employee feedback rather than direct customer input.