"We instituted the Net Promoter System four years ago to not just get a score, but as a fundamental way of doing business."

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March 22, 2017

Coming in April 2017: The Semiannual Genesys NPS Survey

Here at Genesys, creating customer success is a core value for all of our employees. Listening to you and developing a Voice of the Customer (VoC) program is our commitment to ensure you get the most value from our industry-leading products and services.

We instituted the Net Promoter System four years ago to not just get a score, but as a fundamental way of doing business. It guides us to make the right business decisions for you based on what you tell us is important.

As we are prepping for the April 18th launch of our semiannual relationship NPS survey, I look at how far we have come together and the value we see in our relationship. And I want to thank you for providing constructive and actionable feedback so we can deliver the best service, product, and solution for you.

Your thoughts on how we’re doing play significant role in helping us invest in your Genesys experience. It keeps us focused on what matters to you, so together, we transform and innovate the customer experience and contact center market.

What happens to your feedback? Simply, we compile it, analyze it, and map it to your Genesys customer experience journeys. In-depth, we take a more detailed view to gain insight into where we’re succeeding and where we are not meeting your expectations. We have instituted a cross-functional NPS Committee that meets after the close of each survey period to read every comment and begin identifying ownership areas. My team works with this committee and other departments across Genesys to ensure that identified issues are assigned, specific solutions are created to resolve them, and report to executive management on progress.

I highly encourage you all to continue responding to our feedback requests any time you receive them. Your opinions and suggestions are crucial in helping us prioritize our projects and initiatives so that we can serve you better and provide with the optimum experience.

Please feel free to reach out to me at [email protected] if you have any comments or questions.

Your advocate,


Musa Hanhan

Head of Global NPS and Experience Design

[email protected]