Beyond NPS – Doubling the call center efficiency of the City of Rotterdam by understanding the emotions of citizens

  • Considering the limits of NPS – understanding why it is a useful tool but cannot tell the complete picture
  • Using emotions as the gateway to uncover deeper, fundamental needs
  • Combining emotion measurement with co-creation sessions to translate consumers needs into design guidelines

Location: Date: 15th September 2022 Time: 2:20 pm - 2:50 pm

Zoé Martial

Process Manager

The City of Rotterdam

Steven Fokkinga

Co-Founder and Managing Partner

Emotion Studio