net promoter score webinar: 4 tips to get everybody involved
TRANSCRIPT
THE NET PROMOTER SCORE
4 TIPS TO GET EVERYBODY INVOLVED
1. MAKE IT RELEVANTFOR DAILY ACTIVITIES
1. Make it relevant
Get the message across to your people
NPS in laymen terms
Their specific role in NPS program
Does everybody need to involved?
Yes.
Your people represent your company
1. Your people represent your company
Social media is just a click away.
“I’m a customer. I don’t care whether I’m paying for the service or
not; however unreasonable that sounds. Just serve me well. If I
AM paying for your service, then I expect to be treated like a God.
I’m your customer and I’m the reason your company exists!”
- Millennial
2. GET RIGHT FEEDBACK TO RIGHT PEOPLEWHAT CAN THEY DO ABOUT IT?
2. Get right feedback to right people
Right feedback
Identify issues dragging your NPS down
Track NPS to determine impact
Relevant in day-to-day job
Right people
Follow-up teams per organizational unit
Information feed per unit
2. Get right feedback to right people
Amplify what you are doing right and
minify what you are doing wrong.
3. GIVE THEM TOOLS TO TRACK NPS AND ADJUST STRATEGY
3. Give them tools
Ticketing system
Structure feedback into categories by follow-up team
Define a department for each category
Channel structured feedback to each department
One responsible person in each department
Create action plans
Set deadlines
Report to management
Visualize your NPS score in dashboards
3. Give them tools
Account managers
NPS Survey
Follow-upteam
Dept. X
Issue tickets
Action plan
Dept. Y
Issue tickets
Action plan
Dept. Z
Issue tickets
Action plan
Management
Improve
NPS
4. GAMIFYYOUR APPROACH
4. Gamify your approach
Gamify your NPS program to increase motivation
Filter results per department or per team
Set up an honor award system
Departments weekly aim for a goal and the winner gets a reward
4. Gamify your approach
Set up touchpoint NPS surveys
Per department (if relevant)
Scoreboards with individual NPS
“Would you recommend John to friends or colleagues as
the customer service representative to handle their
requests?”
4. Gamify your approach
Conclusion
1. Make it relevant
2. Get the right feedback to the right people
3. Give them tools to track issues and improve
4. Gamify your approach to improve motivation
CheckMarket can help
We have a vast experience in NPS research
Our experts can help you set up your NPS program
We have a tool to measure NPS continuously
We can organize and automate the follow-up
We offer NPS dashboards with real-time results
QUESTIONS & ANSWERSSHAPE YOUR OWN NPS PROGRAM
More info
Read the full story
Try a sample survey
Look at sample NPS survey results(password: NPScore)
Create your own free NPS survey
Advanced: “the 4 stages of NPS”Exploit the full potential of NPS in an automated feedback program
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