Why is NPS Important to MS Govern®?<br />By: Donna Parker, Account Manager<br />dparker@msgovern.com<br />
	NPS is important to <br />  MS Govern because our customers are important to us!<br />
NPS<br />Net Promoter Score<br />
NPS<br />What is Net Promoter?<br />Net Promoter® is both a loyalty metric and a discipline for using customer feedback to...
NPS<br />Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's...
NPS<br />Used by leading companies worldwide as the standard for measuring and improving customer loyalty<br />
NPS<br />The Net Promoter Score is a straightforward metric that holds companies and employees accountable for how they tr...
Detractors<br />Detractors (score 0-6) are unhappy customers whose criticism and attitudes diminish a company’s reputation...
Passives<br />Passives (score 7-8) are satisfied but unenthusiastic. Customers who are motivated more by apathy than by lo...
Promoters<br />Promoters (score 9-10) are loyal enthusiasts who will refer others, fueling growth.<br />
The Score<br />Graphic courtesy of www.netpromoter.com<br />
Why NPS?<br />It was time to get serious<br />We needed a customer service metric<br />Customer loyalty is important<br />...
Why NPS?<br />NPS is an initiative driven across all Harris Computer Systems family of companies.<br />
Harris<br />Snap Shot<br /><ul><li>Staying Power / Financial Stability
Dedication to customers</li></ul>1<br />2<br />8,000+ Customers<br />1,000+ Employees<br />3<br />4<br />4 Vertical Market...
NPS is an actionablemeasurement of our customer satisfaction and loyalty, measured by a single, simple question:<br />“How...
The Keys to Success<br />Leadership Commitment<br />Net Promoter programs are not traditional customer satisfaction progra...
The Keys to Success<br />Having the right business processes and systems so we can act on customer feedback and achieve re...
The Keys to Success<br />Create and follow an associated discipline to actually drive improvements in customer loyalty and...
What’s the Point?<br /><ul><li>Strong customer loyalty ultimately contributes to stronger sales back to our customer base,...
www.msgovern.com/esupport/<br />www.msgovern.com/nps<br />
What We’ve Done With Your NPS Feedback Lately<br />One Dedicated Full-time MS Govern Account Manager, Donna Parker <br />T...
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MS Govern - What IS NPS?

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Account Manager Donna Parker gives
MS Govern customers an introduction to our customer satisfaction initiative.

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MS Govern - What IS NPS?

  1. 1. Why is NPS Important to MS Govern®?<br />By: Donna Parker, Account Manager<br />dparker@msgovern.com<br />
  2. 2. NPS is important to <br /> MS Govern because our customers are important to us!<br />
  3. 3. NPS<br />Net Promoter Score<br />
  4. 4. NPS<br />What is Net Promoter?<br />Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel growth in your business<br />
  5. 5. NPS<br />Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question<br />
  6. 6. NPS<br />Used by leading companies worldwide as the standard for measuring and improving customer loyalty<br />
  7. 7. NPS<br />The Net Promoter Score is a straightforward metric that holds companies and employees accountable for how they treat customers. <br />
  8. 8. Detractors<br />Detractors (score 0-6) are unhappy customers whose criticism and attitudes diminish a company’s reputation, discourage new customers and de-motivate employees.<br />
  9. 9. Passives<br />Passives (score 7-8) are satisfied but unenthusiastic. Customers who are motivated more by apathy than by loyalty or enthusiasm. <br />
  10. 10. Promoters<br />Promoters (score 9-10) are loyal enthusiasts who will refer others, fueling growth.<br />
  11. 11. The Score<br />Graphic courtesy of www.netpromoter.com<br />
  12. 12. Why NPS?<br />It was time to get serious<br />We needed a customer service metric<br />Customer loyalty is important<br />Keep it simple: One question, One Number<br />We didn’t have good customer satisfaction measures in place<br />
  13. 13. Why NPS?<br />NPS is an initiative driven across all Harris Computer Systems family of companies.<br />
  14. 14. Harris<br />Snap Shot<br /><ul><li>Staying Power / Financial Stability
  15. 15. Dedication to customers</li></ul>1<br />2<br />8,000+ Customers<br />1,000+ Employees<br />3<br />4<br />4 Vertical Markets<br />30+ Yrs in Business<br />
  16. 16. NPS is an actionablemeasurement of our customer satisfaction and loyalty, measured by a single, simple question:<br />“How likely are you to refer MS Govern to a friend or colleague”?<br />
  17. 17. The Keys to Success<br />Leadership Commitment<br />Net Promoter programs are not traditional customer satisfaction programs, and simply measuring your NPS does not lead to success. There must be commitment.<br />
  18. 18. The Keys to Success<br />Having the right business processes and systems so we can act on customer feedback and achieve results.<br />
  19. 19. The Keys to Success<br />Create and follow an associated discipline to actually drive improvements in customer loyalty and enable growth. <br />Hold Direct Conversations with Customers (National User Conference)<br />Let Customers Guide Innovation (Executive Steering Committee)<br />Help Customers Help One Another (Regional User Groups)<br />Create an Inner Circle (Account Management)<br />
  20. 20. What’s the Point?<br /><ul><li>Strong customer loyalty ultimately contributes to stronger sales back to our customer base, lower customer attrition and stronger customer references; all key contributors to our future success.</li></li></ul><li>NPS is to customer relationships what a company’s net profit is to financial performance.<br />It’s the one number that really matters<br />NPS<br />
  21. 21. www.msgovern.com/esupport/<br />www.msgovern.com/nps<br />
  22. 22. What We’ve Done With Your NPS Feedback Lately<br />One Dedicated Full-time MS Govern Account Manager, Donna Parker <br />The "Sunset Rule" Effective March 1, 2010, all customers will now receive a live call back to your logged support tracks before the end of the business day. Increasing our response times to you is our number one priority for 2010. For details, contact David Cole<br />Regional User Groups We are recruiting host cities for Regional User Groups across the country. The groups enable MS Govern software users and government managers to share tips, best practices and collaborate on initiatives. To volunteer as a host or to join a regional group, email dparker@msgovern.com<br />MS Govern .Net Technology re-write All MS Govern software applications are undergoing a technology platform change. The re-write initiative is structured in 3 main phases. To learn more about the re-write and timing of our .Net versions, contact tmurray@msgovern.com<br />

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