What is NPS?NPS (Net Promoter Score, also referred to as Net PromoterSystem), is based on the fundamental perspective that every company’scustomers can be divided into three categories: Promoters, Passives, andDetractors.By asking one simple question — How likely is it that you would recommend usto a friend or colleague? — you can track these groups and get a clear measureof your company’s performance through your customers’ eyes.When implemented correctly, NPS can provide timely and actionable information– not only to recover a Detractor, but also to identify and address the root cause– ultimately improving the overall customer experience.
How does it work?The Net Promoter Score is simply the percentage of Promoters minus thepercentage of Detractors. The thought is – all of the good your Promotors areout there doing in the world – your Detractors are undoing.NPS is a metric that’s easy to understand and measure – not only for ourbusiness as a whole, but also for individual locations, departments and front-lineteams. Ultimately, it will help us to focus everyone’s energy on creating morepromoters and fewer detractors.
How does it work?
What’s the advantage?A Net Promoter System is a way of doing business. It requires every levelof the organization be consistently focused on the quality of customer andemployee relationships. Implementing a Net Promoter system requires a strategiccommitment by company leadership, because it deﬁnes cultural values and coreeconomics that affect every part of the business.
How?A Net Promoter System requires that your organization and itssenior management commit to: • Sorting customers into promoters, passives and detractors. • Creating short-cycle closed-loop feedback, learning, recovery and action processes. • Making it a top priority to earn the enthusiastic loyalty of customers.
Who uses NPS?
Who else uses NPS?24 Hour Fitness FranklinCovey RackspaceAdvance Auto Parts GE Healthcare RSC Equipment RentalAggreko General Electric Company SafeliteAllianz Gilbane Building Company Schneider ElectricAmerican Express Grocery Outlet SodexoArchstone Honeywell Aerospace Stora EnsoAscension Health Humana SunTrustAsurion ING Group Swiss Reinsurance CompanyAtlas Copco Intuit Symantec CorporationAvid Technology JetBlue Airways TD BankBBVA Bancomer Joie deVivre Hospitality TD Canada TrustBelron LEGO Teach For AmericaCancer Treatment Centers of America LexisNexis Tech DataCharles Schwab Lloyds Banking Group TeleperformanceChick-ﬁl-A Logitech Thermo Fisher ScientiﬁcCintas Macy’s T-Mobile
“It has made us a better company”
What do they say about it? “It has made us a better company”“The Net Promoter System helped us boost our longstanding commitment tocustomer focus to an even higher level. It has made us a better company." Michael Diekmann, CEO
“We use it as a beacon fornav igating throu gh turbulent times”
What else? “We use it as a beacon for nav igating throu gh turbulent times”"Net Promoter has helped us create an intense focus on doing whats right forour clients and for our people. We use it as a beacon for navigating throughturbulent times." Bill McNabb, Chairman and CEO
n’t leave home without“I would it”
They won’t stop talking about it!! n’t leave home without “I would it”“Business leaders who ask The Ultimate Question know that few things drivegrowth more than a customer who recommends their products to friendsand family." Ken Chenault, Chairman and CEO
Rackspace CEO Lanham Napier says "NPS is an easy, unifying, onenumber... that lets me know where we stand with the customer.It is the ﬁrst thing I look at every day."
What does it look like?
What does it look like?
What happens to CSI?Why would we change? A simple, easy to understand metric we can allget behind. NPS gives us this feedback in a real-time format allowing us togauge the customer response and act quickly.
How will it effect compensation?We have in the past tied the CSI score to compensation in selected areas. Due to the fact that we do not have a base line to do this, compensation plans will no longer be tied to CSI or NPS.“We’re all in this together”
When? Sales: Soon! Campground: NowService: October 1, 2012