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Net Promoter Score Webinar: 4 tips to get everybody involved

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We give you 4 concrete tips you can apply immediately.

1. Make it relevant
2. Get the right feedback to the right people
3. Give them tools
4. Gamify your approach to improve motivation

The true goal of a Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved.

Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody.

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.

Published in: Business
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Net Promoter Score Webinar: 4 tips to get everybody involved

  1. 1. THE NET PROMOTER SCORE 4 TIPS TO GET EVERYBODY INVOLVED
  2. 2. 1. MAKE IT RELEVANT FOR DAILY ACTIVITIES
  3. 3. 1. Make it relevant Get the message across to your people  NPS in laymen terms  Their specific role in NPS program Does everybody need to involved?  Yes.  Your people represent your company
  4. 4. 1. Your people represent your company Social media is just a click away. “I’m a customer. I don’t care whether I’m paying for the service or not; however unreasonable that sounds.Just serve me well. If I AM paying for your service, then I expect to be treated like a God. I’m your customer and I’m the reason your company exists!” - Millennial
  5. 5. 2. GET RIGHT FEEDBACK TO RIGHT PEOPLE WHAT CAN THEY DO ABOUT IT?
  6. 6. 2. Get right feedback to right people Right feedback  Identify issues dragging your NPS down  Track NPS to determine impact  Relevant in day-to-day job Right people  Follow-up teams per organizational unit  Information feed per unit
  7. 7. 2. Get right feedback to right people Amplify what you are doing right and minify what you are doing wrong.
  8. 8. 3. GIVE THEM TOOLS TO TRACK NPS AND ADJUST STRATEGY
  9. 9. 3. Give them tools Ticketing system  Structure feedback into categories by follow-up team  Define a department for each category  Channel structured feedback to each department  One responsible person in each department  Create action plans  Set deadlines  Report to management Visualize your NPS score in dashboards
  10. 10. 3. Give them tools Account managers NPS Survey Follow-up team Dept. X Issue tickets Action plan Dept.Y Issue tickets Action plan Dept. Z Issue tickets Action plan Management Improve NPS
  11. 11. 4. GAMIFY YOUR APPROACH
  12. 12. 4. Gamify your approach Gamify your NPS program to increase motivation Filter results per department or per team Set up an honor award system Departments weekly aim for a goal and the winner gets a reward
  13. 13. 4. Gamify your approach Set up touchpoint NPS surveys  Per department (if relevant)  Scoreboards with individual NPS “Would you recommend John to friends or colleagues as the customer service representative to handle their requests?”
  14. 14. 4. Gamify your approach
  15. 15. Conclusion 1. Make it relevant 2. Get the right feedback to the right people 3. Give them tools to track issues and improve 4. Gamify your approach to improve motivation
  16. 16. CheckMarket can help We have a vast experience in NPS research Our experts can help you set up your NPS program We have a tool to measure NPS continuously We can organize and automate the follow-up We offer NPS dashboards with real-time results
  17. 17. QUESTIONS & ANSWERS SHAPE YOUR OWN NPS PROGRAM
  18. 18. More info Read the full story Try a sample survey Look at sample NPS survey results (password: NPScore) Create your own free NPS survey Advanced: “the 4 stages of NPS” Exploit the full potential of NPS in an automated feedback program
  19. 19. About CheckMarket CheckMarket is a company specialized in enterprise survey solutions www.CheckMarket.com www.twitter.com/CheckMarket www.linkedin.com/company/CheckMarket www.slideshare.net/CheckMarket

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