Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Customer management products include agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provides convergent billing and business support system products and services including revenue management, product and order management, and customer care management to telecom, utilities, and cablebroadband service providers. They have approximately 130,000 employees across 33 countries.
|Key people||Andrea Ayers (CEO)) Andre S. Valentine (CFO) Claudia Cline (Exec VP/General Counsel) Michael L Wooden (CCO) Marjorie Connelly (COO)|
|Products||Infinys Rating and Billing (IRB), Dynamic Decisioning Solution (DDS), ICOMS, Customer Management, Solutions etc.|
|Industry||Customer Management Information Management Outsourcing Consulting Professional Services|
|Headquarters||Cincinnati, Ohio, United States|
|Traded as||NYSE: CVG S&P 400 Component|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Diversified Outsourcing Services is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Convergys sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Convergys with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
|Vodafone||Telecommunications / Wireless Carrier||-1|
|Chase||Financial Services / Banking||-1|
|CIGNA||Insurance / Health and Life Insurance||-1|
|Comcast||Consumer Brands / Car Manufacturers||-3|
|Telfort||Telecommunications / Wireless Carrier||-3|
|Dish||Telecommunications / Cable/TV service||1|
|Cleeng||Technology / Software||1|
|Fifth Third Bank||Financial Services / Banking||1|
|Accenture Consulting||Technology / Other||1|
|Ocado||Consumer Brands / Grocery||-4|
We have estimated the Net Promoter Score of Convergys based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.