The document discusses the importance of measuring customer satisfaction through Net Promoter Score (NPS). It notes that customer experience is shaped by every interaction and that 56% of unhappy customers will tell others about their poor experiences. NPS measures customer satisfaction and likelihood to recommend by asking customers to rate how likely they are to recommend a company to friends. The system sorts customers into promoters, passives, and detractors to identify problem areas and drive improvements. Regular NPS tracking helps organizations prioritize customers and change behaviors to keep a focus on delivering positive experiences.

1. 1
Why use NPS?

2. 2
”CUSTOMER EXPERIENCE IS
NOT A DEPARTMENT IT’S A
BEHAVIOUR”

3. 3
70%
of buying experiences are based
on how the customer feels he/she
is being treated
Source: Hubspot

4. 4
56%
of customers, who are having a
poor service, talk to other people
about them.
Source: ECHO customer service survey 2012

5. The customers
perception of your
company…
5

6. 6
…is formed by every
small interaction with
you

7. 7
HEY
that’s just statistics, it doesn't
apply for your company?

8. 8
ATTENTION!!!
Your business
is always at
stake.

9. 9
…so how can you know when
customers are happy?

10. 10
ASKING THE ULTIMATE QUESTION:
“HOW LIKELY IS IT THAT YOU WOULD
RECOMMEND US TO A FRIEND OR
COLLEAGUE?”

11. THE NPS SYSTEM
STEP 1: Sort customers
How likely is it that you would recommend
Telenor to a friend or colleague?
STEP 2: Close the Loop
Root Cause
WHAT
WHY
HOW
STEP 3:
Make Loyalty a Top Priority
Line of sight for all
employees
NPS
2 1 3
Celebrate customer
heroes
Customers
Report NPS along with
financial metrics
Frontline
Managers
Executives
Learn & Improve
Promoter
Passive
Detractor
Brand NPS
Touch Point NPS

12. THE ROAD TO GREAT CUSTOMER
EXPERIENCE
12
Source: Bain & Company

13. WHY USE NPS?
Easy to
understand,
calculate and
communicate
A common
language
across the
organization
Systematic
process of
driving
actions
Nobody likes
a negative
score

14. …BUT MOST OF ALL
14
it’s a tool to change an organizations
behaviour to keep focus on the customer

15. Thank you
Contact information:
thorleif@hallund.com