What is NPS?The Net Promoter Score is a system to ensure the quality in the delivery of our programs to our customers by using a feedback system.
1-6 : Promoter 7-8: Passive9-10: Detractor
PROMOTERS• Good job! =)• Get a case study.(Preferably VIDEO)• Update the spreadsheet.• If the case is open – Close it.
Promoters with a bad comment /detractors/passivesCase 1:You have screwed up with themTo do:• Accept it.• Mail them an apology letter• Take feedback on how we can improve.(System help)• Make a report.• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.
Case 2:You have not done anything wrong - To do:• Option 1:• If they are happy - get a case study!• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.• Option 2:• If they are just being ridiculous• Get the supporting documents and make a report.• Update the spreadsheet• If the case is open – Close it.
The way forwardProcesses (Trainee Buddy System) IM
Pre Realization• Standardized Expectation Setting Documents• Cultural Preparation/Webinars/EP newsletter• Minimum Quality Promise• Education about NPS• Quality Jobrole• Discover India & Tracking tools• Trainee Buddy Assignment and Introductory mail• Details about accommodation• TMP TLP on Exchange for iGCDP
Realization• Pick up• Homestay/Drop at the flat
Post Realization• SIM card• Drop to work on the first day• Induction and constant engagement
OGX• EPIC• Expectation setting and Cultural Preparation• Constant touch• Re integration
Quality team• Implementing Trainee Buddy System• Training TN Managers/Buddies• Expectation Setting(Pre&Post Realization)• Centralized Realization tracking of all departments• Conceptualizing on forums for LC-trainee interaction• Maintaining Facebook trainee group• NPS tracking and report making• Helpline management• Learning Cycles/Networks• Trainee Information Management (Trainee and Buddy Case Studies,Feedback,Videos etc)