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Nps
NPS
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.
Customer Gauge
Survey
1-6 : Promoter
  7-8: Passive
9-10: Detractor
Cases
Nps
Troubleshooting
Tracker
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/passives
Case 1:
You have screwed up with them
To 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
  forward
Processes (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,Video's etc)

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Nps

  • 2. NPS
  • 3. 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.
  • 6. 1-6 : Promoter 7-8: Passive 9-10: Detractor
  • 11. PROMOTERS • Good job! =) • Get a case study.(Preferably VIDEO) • Update the spreadsheet. • If the case is open – Close it.
  • 12. Promoters with a bad comment /detractors/passives Case 1: You have screwed up with them To 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.
  • 13. 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.
  • 14. The way forward Processes (Trainee Buddy System) IM
  • 15. 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
  • 16. Realization • Pick up • Homestay/Drop at the flat
  • 17. Post Realization • SIM card • Drop to work on the first day • Induction and constant engagement
  • 18. OGX • EPIC • Expectation setting and Cultural Preparation • Constant touch • Re integration
  • 19. 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,Video's etc)