PayPal Wants to Make Amends

eBay's (NASDAQ: EBAY  ) PayPal is currently working to improve its level of customer satisfaction among members. To that end, the company has launched "Customer First," a campaign that places a renewed emphasis on customer satisfaction by reducing the number of "customer pain points." The hope here is that by reducing the number of customer frustrations, PayPal will ultimately achieve higher brand loyalty from its members.

So far, the results look promising.

Year to date, the number of customer issues declined by an astounding 40 million issues compared to the same period last year. As a result, the company's Net Promoter Score has been on the rise, indicating that its brand loyalty is improving among members. Best of all, the company has only addressed more than half of these "customer pain points," implying that even more members are likely benefit from an improved user experience.

In the following video, Fool contributor Steve Heller goes through this development and explains how it could help PayPal in the long run.

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  • Report this Comment On September 04, 2013, at 1:48 PM, RRRic wrote:

    The PayPal "Customer First" campaign is of little benefit to a huge number of PayPal account holders, specifically, those accounts that are held by eBay sellers.

    For eBay sellers, the bully that demands account holds is rarely PayPal, but rather, eBay itself.

    Given that PayPal is a subsidiary of eBay, effected sellers will continue to be subjected to account holds and freezes without recourse at the whim of eBay.

    Unless and until PayPal assures eBay sellers that their funds can never be frozen by their trading partner, "Customer First" is little more than window dressing designed to placate Wall Street analysts after a string of highly publicized account freezes unrelated to eBay sales.

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