Net Promoter Score (NPS): Advanced workflow

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We all know NPS but how do you get it to the next level? How can you effectively set up a feedback program? View our presentation to become an advanced NPS specialist. We help you develop ideas and methods to automate an NPS workflow and to set up improvement techniques.

Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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Net Promoter Score (NPS): Advanced workflow

  1. 1. CHECKMARKET NPS WEBINAR START AT 3PM CET
  2. 2. NET PROMOTER SCORE THAT IS THE QUESTION
  3. 3. Introduction CheckMarket is a company specialized in enterprise survey solutions Alexander Dobronte  Managing partner and co-founder of CheckMarket  Member of ESOMAR  Board of directors of Febelmar
  4. 4. How to calculate NPS? RESPONDENTS DIVIDED IN 3 CATEGORIES
  5. 5. How to calculate NPS? Promoters respondents giving a positive score (9 or 10) Passives respondents giving a neutral score (7 or 8) Detractors respondents giving a negative score (between 0 and 6)
  6. 6. Why is it popular? Customer Loyalty Metric Comparable over time and industries Easy Interpretable Customer Satisfaction Score Indication of the growth potential of your company or product One single question developed in 2003 by Fred Reichheld of Bain & Company in collaboration with Satmetrix
  7. 7. Simple metric for everyone in your organization Deceptively simple for respondents Goes beyond the classic 'overall satisfaction' question When someone recommends you, they risk their reputation Why use NPS?
  8. 8. Some critical remarks The model is too simple. Inaccurately measures customer behavior No visible difference in % Promoters and % Detractors in final score Non-customers are not included There is no distinction between the scores 0 and 6 Value of a recommendation differs Usain Bolt vs. John Doe Cultural differences
  9. 9. Average Highest What is a ‘good’ NPS? The NPS is a number between -100 and +100. the average firm sputters along at an NPS of only +5 to +10 the highest performing ones are situated between +50 and +80
  10. 10. Average Highest What is a ‘good’ NPS? The NPS is a number between -100 and +100. Cultural differences influence your Net Promoter Score
  11. 11. How to improve NPS? INSIGHTS INTO CALCULATION
  12. 12. Passives do not count in score Harder to make a passive a promoter Easier and better to convert a detractor to a passive Create your own baseline Measure continuously Get everybody in your organization involved How to improve NPS?
  13. 13. Commit to NPS as a goal for your business Get feedback to all levels Display NPS scores on dashboards Internal benchmarking Gamified approach Bonus based on score? How to get everybody in your organization involved?
  14. 14. Power of the customer Controlling the marketing message is important and getting harder Everyone can publish and share
  15. 15. Detractors can hurt you  Detractors share more, a lot more React fast to prevent negative sharing
  16. 16. Add open questions that probe the underlying reasons behind the low score Get notifications for low scores in real time to the right people Translate that feedback into actions  Correct common complaints in a continuous process  Contact detractors quickly with an offer How to reduce detractors?
  17. 17. Promoters can help you  Promoters are ambassadors and valuable Group promoters in a community Stimulate promoters to share
  18. 18. How to set up your automated NPS workflow?
  19. 19. THE 4 STAGES OF NPS WHAT STAGE ARE YOU IN?
  20. 20. Stage 1
  21. 21. Stage 2
  22. 22. Stage 3
  23. 23. Stage 4
  24. 24. Keys to stage 4 Lots of data streams Business Intelligence  SAP  Microsoft Dynamics  Hadoop Early churn detection & prevention Win back at-risk-customers Survey as input or output Use your promoters!
  25. 25. Do it with CheckMarket We have a vast experience in NPS research Our experts can help you set up your NPS program We have a fully developed tool that can…  measure NPS continuously  organize and automate the follow-up  display NPS dashboards with real-time results  integrate with your internal applications (API)
  26. 26. Conclusion Get everyone in your organization involved Create your own baseline Automate your workflow Track improvements Watch customer satisfaction and loyalty rise 
  27. 27. More info at checkmarket.com Read the full story Try a sample survey Look at sample NPS survey results (password: NPScore) Create your own free NPS survey
  28. 28. About CheckMarket CheckMarket is a company specialized in enterprise survey solutions www.CheckMarket.com twitter.com/CheckMarket www.linkedin.com/company/CheckMarket www.slideshare.net/CheckMarket

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