Establishing a firm definition of what constitutes ‘quality’ in the video game support field is a challenge, and even more so to assign meaningful KPIs or measurable values. Check out how Net Promoter Score (NPS) can be redefined as the “New Player Satisfaction” Index in the Gaming Support World.

1. NET PROMOTER
SYSTEM (NPS)=
The “New Player Satisfaction” Index in
the Gaming Support World
By Fernan Elacio Kalaw

2. By 2020, player experience will overtake price
and product as the key brand differentiator,
according to a Walker study. Success now more
than ever hinges around how a company deals
with its players.
Positive player experiences convert into
sales. And conversely, poor player
experience leads to lost revenue.

3. IMPROVE AND BUILD
It's a
loyalty
affair!
Let's Play
NPS!
Why NPS
is such a
game
changer?
How to
create
more
obsessed
players?

8. …And Forgive us more when
problems occur along the Player
journey
THE GOAL:
A Player Experience Strategy
will help with Engagement,
Reduce Effort so that Players will
stay longer…
IS PLAYER EXPERIENCE THE NEXT BATTLEFIELD
FOR THE GAMING INDUSTRY?

9. Why it's important? NPS Impact on future MAU/ Revenue
“On average, an industry’s loyalty leader grows more than
twice as fast as its competitors” (Source: Bain & Company).

11.  Low NPS= No launch, no roll out, no patch release.
 Avoid Bad profit. Think before you click!
 Remember the 18 month lag rule.
 Reduce Player Effort
 Pay Attention to the Voice of the Players (VoP).
 Recovering Detractors. Win back your players.
 Closing the loop, transparency to the players.
 Mobilizing your promoters- power of social media.

12. WHO OWNS THE NPS PROGRAM?
HR must ensure that
the player
experience metrics
are included in the
bonus and incentive
schemes and
develop
organizational
capabilities
accordingly.
HR
Finance should
understand and
control the financial
impact of the
player experience
initiatives.
Finance
Marketing must
tailor the player
communications to
align with player
segments. In many
organizations,
marketing has an
overall
responsibility for
the customer
experience
improvement
initiatives and
player insights.
Therefore, the
marketing needs to
ensure that the
player feedback
and insights are
utilized across the
whole organization.
Marketing
Production needs to
understand the
feedback per player
or player segments
and ensure that the
action plans are
shared with players.
Product
development
needs to design and
redesign experiences
utilizing the
feedback. Anything
from taking the
feedback into
account when
designing a new
product to fixing
issues in the client,
software immediately
after they have been
noticed..
Product
Development/QA/
Publishing
Production
Customer
service function
must understand the
player feedback,
make improvements
and communicate
the changes done
back to the players
when appropriate.
CS
Top
leadership should
set and
communicate a
clear player centric
vision, set targets
and follow them up.
The top
management
commitment is
critical for any
cultural change to
happen.
C-LEVEL

13. RETENTION = PLAYERS =
REVENU
As your NPS increase start seeing an increase your new
MAUs, MAUs!
 ALL EMPLOYEES MUST know how they can contribute to
improving NPS.! Yes, Not just CSRs, IT’S EVERYONE!!
Marketing, Monetization, Production, Development ...
 Celebrate Loyalty Champions! Gamify the program and
reward those CSRs with High NPS scores or groups that
helps improve NPS
 Include NPS in your monthly, quarterly all hands, business
review and link that with financial report