NPS: The Ultimate Measure

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Simple presentation to show what Net Promotor Score (NPS) is; Why it is different; How it works; & how it benefits organisations

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NPS: The Ultimate Measure

  1. 1. David is a customer experience & strategy specialist with over 20 years experience in the business services & outsourcing sector. He has particular expertise in customer centric corporate & strategy development experience in large-scale outsourcing and business services organisations to quantify & realise value. David is a NPS practitioner and has a degree in Social Policy from the University of Wales and an MBA.David O’Connordoc@blairgowrieassociates.co.uk Net Promoter Score – The Ultimate Measure for Customer Loyalty John is an operational service delivery and business improvement specialist. He has worked within a range of business sectors including financial services, HR, direct mail, marketing, printing, I.T. and design. John trained as a Six Sigma Black Belt in the U.S. in 2001 and has delivered in excess of £15m of business savings over the past 10 years through pragmatic change and service improvements.. John Cronin jac@blairgowrieassociates.co.uk Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
  2. 2. Why are traditional customer surveys inadequate? Too Many Too Results Not Can’t Too Questions Complex Actionable Benchmark Infrequent
  3. 3. Introducing Net Promoter Score “On a scale of 0 to 10 how likely are you to recommend us to a friend or a colleague?” “Why did you score us this way?” Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
  4. 4. How is Net Promoter Calculated? Net Promoter Score = % of Promoters - % of Detractors Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
  5. 5. A simple example Detractors Passives Promoters 0 1 2 3 4 5 6 7 8 9 10 Net Promoter Score = % of Promoters - % of Detractors +10% 40% 30% Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
  6. 6. Net Promoter Score is more visible now Organisations Benchmark Net PromoterMore Organisations use Net Promoter Score Scores nPower Scottish & Southern Churchill Virgin Media Sky Swiftcover Saga Tesco Mobile First Direct Apple -80 -60 -40 -20 0 20 40 60 80 Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld Source: Satmetrix May 2011.
  7. 7. Net Promoter Best Practice – Apple Store Detractor Score 0-6 2011 NPS+69% Buy Product Apple Store E Mail NPS survey Learning Call to Action Embedded in retail strategy for Store Mgr all Apple Stores calls to fix issue > 24 hrs Promoter Score 9-10 Benchmark Results & metrics with other Apple Stores Call to Action Best practice rewarded & shared with staff Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld Source: Satmetrix May 2011.
  8. 8. Why Net Promoter will work for you One Simple & Results Are Can Frequent Question Transparent Actionable Benchmark Feedback Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
  9. 9. www.blairgowrieassciates.co.uk T: 0208 873 0972E: info@blairgowrieassociates.co.uk

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