NPS – IT’ S JUST A NUMBER
ISN’T IT?
Ivana Sekanic
Customer Advocacy Manager
Want to make contact? Find me on LinkedIn.
30 July 2016
My most frequent Net Promoter
Score conversations ….
1. “Single number doesn’t tell us anything.”
2. “I am me...
EVERYONE UNDERSTANDS NPS….RIGHT?
30 July 20163
NPS LESSONS ARE LEARNT OVER TIME
A leader with 29.1% market share
An Australian icon with 40 years of providing health
ins...
WHY SHOULD I CARE?
NPS AS A RISK MEASURE
WHAT’S THE IMPACT?
CUSTOMERS AT RISK
NPS =
DETRACTORS PASSIVES PROMOTERS
WHAT IS THE TARGET
EXPERIENCE AND HOW WILL
WE KNOW WHEN WE GET
THERE?
EPISODES AND INTERACTIONS
DOYOU REALLYKNOW WHAT’S GOING ON?
30 July 20168
WHEN ACTIVE? WHAT HAPPENS WHEN A
CUSTOMER IS INA...
WHAT WE HAD VS. WHAT WE NEEDED
• Heavily controlled sampling that
introduced variability in data
• Long list of questions ...
IS NPS A STRONG ENOUGH BASIS FOR
STATISTICALANALYSIS
CUSTOMER VOICE + CUSTOMER
BEHAVIOUR
“VOC PROGRAM NEEDS TO
BE A 360 DEGREE
PERSPECTIVE OF YOUR
CUSTOMERS.”
RESULT = A STABLE NPS WITH CLEAR AREAS
FOR CONTINUOUS IMPROVEMENT
• It now becomes an early warning
system of customer’s b...
30/07/201613
CUSTOMERS ARE COMPLEX
AWELLDESIGNED NPS PROGRAM ISACOMPLEX SYSTEM
Interaction
Episode
AN NPS SYSTEM ALLOWS MULTI LEVELS
OF FOCUS
• PROVIDING CLARITY ON WHERE TO
CONCENTRATE THE EFFORTS
• CONTRACTING AREAS OF ...
FROM ROOT CAUSE
TO
EXPERIENCE
DESIGN
AN NPS SYSTEM TO
SUPPORT
SCALABLE CHANGE
0428373305
IVANA.SEKANIC@MEDIBANK.COM.AU
LINKEDIN:IVANASEKANIC
Thank you….
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NPS_it's just a number isn't it

  1. 1. NPS – IT’ S JUST A NUMBER ISN’T IT? Ivana Sekanic Customer Advocacy Manager Want to make contact? Find me on LinkedIn.
  2. 2. 30 July 2016 My most frequent Net Promoter Score conversations …. 1. “Single number doesn’t tell us anything.” 2. “I am measured on something I can’t influence.” 3. “I never score above 8.” … and our story of why we need to change.
  3. 3. EVERYONE UNDERSTANDS NPS….RIGHT? 30 July 20163
  4. 4. NPS LESSONS ARE LEARNT OVER TIME A leader with 29.1% market share An Australian icon with 40 years of providing health insurance to over 3.8 million customers Revenue of A$ 6.37 billion Two brands – Medibank and AHM 5 years of Voice of Customer program
  5. 5. WHY SHOULD I CARE?
  6. 6. NPS AS A RISK MEASURE WHAT’S THE IMPACT? CUSTOMERS AT RISK NPS = DETRACTORS PASSIVES PROMOTERS
  7. 7. WHAT IS THE TARGET EXPERIENCE AND HOW WILL WE KNOW WHEN WE GET THERE?
  8. 8. EPISODES AND INTERACTIONS DOYOU REALLYKNOW WHAT’S GOING ON? 30 July 20168 WHEN ACTIVE? WHAT HAPPENS WHEN A CUSTOMER IS INACTIVE?
  9. 9. WHAT WE HAD VS. WHAT WE NEEDED • Heavily controlled sampling that introduced variability in data • Long list of questions with shorter list of answers • Greater dominance of channel experience • Questions structure that introduced bias • Variable targets 7/30/20169 SINGLE SURVEY EIGHT SURVEYS • Less control, more customer centricity • Built on foundation of CX attributes • More flexibility in developing insights • Greater ability for rapid root cause analysis • A quick predictor of major trends • A shift towards CX statistical modeling and experiment design
  10. 10. IS NPS A STRONG ENOUGH BASIS FOR STATISTICALANALYSIS
  11. 11. CUSTOMER VOICE + CUSTOMER BEHAVIOUR “VOC PROGRAM NEEDS TO BE A 360 DEGREE PERSPECTIVE OF YOUR CUSTOMERS.”
  12. 12. RESULT = A STABLE NPS WITH CLEAR AREAS FOR CONTINUOUS IMPROVEMENT • It now becomes an early warning system of customer’s behaviour • A rapid way to improve things • Ability to apply experimental design and track effectiveness • Changing conversations about the customer
  13. 13. 30/07/201613 CUSTOMERS ARE COMPLEX AWELLDESIGNED NPS PROGRAM ISACOMPLEX SYSTEM Interaction Episode
  14. 14. AN NPS SYSTEM ALLOWS MULTI LEVELS OF FOCUS • PROVIDING CLARITY ON WHERE TO CONCENTRATE THE EFFORTS • CONTRACTING AREAS OF CONTINOUOS IMPROVEMENTS THROUGH :
  15. 15. FROM ROOT CAUSE TO EXPERIENCE DESIGN AN NPS SYSTEM TO SUPPORT SCALABLE CHANGE
  16. 16. 0428373305 IVANA.SEKANIC@MEDIBANK.COM.AU LINKEDIN:IVANASEKANIC Thank you….

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