1) The document discusses Nilfisk's experience with Net Promoter Score (NPS) as a metric to measure customer satisfaction and loyalty over time. 2) Initial challenges included low response rates to surveys and a lack of engagement across the organization. Actions taken focused on improving communication to customers and internal training. 3) By integrating NPS into key processes and communicating results regularly, it became a core business metric that influenced strategy and identified areas for structural change based on customer feedback.

1. Nilfisk – Net Promoter Score Experience
CustomerGauge Conference 2015

2. Nilfisk - Net Promoter Score Experience
Nilfisk - Machines for cleaning
Page 2

3. NPS
Nilfisk – Net Promoter Score Experience
Nilfisk NPS set-up
Page 3

4. GET THE RIGHT RESPONSE
Nilfisk – Net Promoter Score Experience
3 key learnings from a long NPS journey
Page 4
ENGAGE THE ORGANISATION
CHANGE THE BUSINESS

5. Page 5
GET THE RIGHT RESPONSE

6. Nilfisk – Net Promoter Score Experience
Getting the right response – The challenge
Page 6
Focusing on the
wrong customers?
“Follow the money”
Need for increasing
response rate
dramatically

7. Nilfisk – Net Promoter Score Experience
Getting the right response – The actions
Page 7
Tell the customers
“Why?”
Strengthen process
for surveyingImprove the customer
data quality
MAILOUT100%
Lost
response
rate
“NOT OPENED”

8. Strong signal to
the customers
Nilfisk – Net Promoter Score Experience
Getting the right response – The results
Page 8
Ambitious target
in sight
Internal awareness
through process

9. Page 9
ENGAGE THE ORGANISATION

10. Nilfisk – Net Promoter Score Experience
Engaging the organisation – The challenge
Page 10
• NPS is a mind-
set change
NPS
• Change the way
the organisation
work
• Awareness in a
busy organisation

11. Nilfisk – Net Promoter Score Experience
Engaging the organisation – The actions
Page 11
Training and educating
the organisationCommunicate about
NPS regularly
Integrate NPS in
existing processes

12. Nilfisk – Net Promoter Score Experience
Engaging the organisation – The result
Page 12
NPS has become a
currency
Key role in
company strategy
Broad understanding of
NPS in all of Nilfisk

13. Page 13
CHANGE THE BUSINESS

14. Nilfisk – Net Promoter Score Experience
Changing the business – The Challenge
Page 14
Excellent at solving
the small issues
NPS hitting a glass
ceiling
No real
structural
changes

15. Nilfisk – Net Promoter Score Experience
Changing the business – The actions
Page 15
Clear process for
consolidating results
Part of country meetings
with Group Management
Specific case stories
showing structural
change

16. Nilfisk – Net Promoter Score Experience
Changing the business – The result
Page 16
Future business set-up
will come from listening
to the customers
NPS has become a tool
for changing our business
NPS moving up again…?

17. FEEDBACK FROM THE RIGHT
CUSTOMERS CREATE TRUST
Nilfisk – Net Promoter Score Experience
3 key learnings from a long NPS journey
Page 17
UNLEASH THE POWER OF NPS BY
ENGAGING THE ORGANISATION
NPS CAN CHANGE YOUR
BUSINESS – IF YOU DO IT RIGHT

18. Page 18