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Net Promoter Score (NPS) - Measure Customer Satisfaction in 1 Question
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Why use NPS?

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Understanding how NPS can help you change your organization

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Why use NPS?

  1. 1. 1 Why use NPS?
  2. 2. 2 ”CUSTOMER EXPERIENCE IS NOT A DEPARTMENT IT’S A BEHAVIOUR”
  3. 3. 3 70% of buying experiences are based on how the customer feels he/she is being treated Source: Hubspot
  4. 4. 4 56% of customers, who are having a poor service, talk to other people about them. Source: ECHO customer service survey 2012
  5. 5. The customers perception of your company… 5
  6. 6. 6 …is formed by every small interaction with you
  7. 7. 7 HEY that’s just statistics, it doesn't apply for your company?
  8. 8. 8 ATTENTION!!! Your business is always at stake.
  9. 9. 9 …so how can you know when customers are happy?
  10. 10. 10 ASKING THE ULTIMATE QUESTION: “HOW LIKELY IS IT THAT YOU WOULD RECOMMEND US TO A FRIEND OR COLLEAGUE?”
  11. 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. 12. THE ROAD TO GREAT CUSTOMER EXPERIENCE 12 Source: Bain & Company
  13. 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. 14. …BUT MOST OF ALL 14 it’s a tool to change an organizations behaviour to keep focus on the customer
  15. 15. Thank you Contact information: thorleif@hallund.com
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Understanding how NPS can help you change your organization

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