When you start out on your transactional customer feedback or Net Promoter program everything looks rosy but there are six issues that you will run into all too soon.
Here are the problems you will face and the solutions. [Read more…]
Over the last 12 months, Genroe has been privileged to work with nib health funds (one of Australia’s fastest growing health funds) to help them evolve their Net Promoter Score processes. In that time, we helped them implement CustomerGauge, an end to end, integrated, Net Promoter Score data collection, reporting, analysis and action system.
In the past, nib has allowed us to publish insightful information in two blog posts:
Now, the full story behind the successful NPS implementation process has been captured in a new case study: nib health funds: Checking Up On Customer Loyalty.
In this case study, nib offers more insights into the changes they have made using NPS insights: [Read more…]
Once you have the three prerequisites to setting Net Promoter targets in place, you can move on to setting targets for your organisation.
The cultural and industry factors that impact Net Promoter Score® are wide and impossible to accurately predict. Between similar countries, the same industry can have vastly different scores. Within countries, different industries can have vastly different scores.
To counter this, you need to provide targets at a “local” level, whatever local means in your circumstance. In a global company, this probably means not giving each operating country the same target. In a national company, this means not giving every operating division the same target. [Read more…]
Recently, a customer asked, “In terms of “best practice”, do you have a view on whether NPS should be calculated based on the date a survey was sent or the date of the response?”
My response was perhaps not as specific as they had hoped : “It depends.”
In many ways, it doesn’t matter which you choose so long as you stay with the same date. The client was concerned about being “most accurate” when calculating the score but this is a fuzzy concept here. “Most consistent” is probably more useful idea in this case. A consistent NPS data collection process is key in obtaining data that you can trust and action. See this blog post for more on this topic: Three Prerequisites to setting Net Promoter targets.
When running a transactional survey approach, another date that could be used is the order date or transaction date. If you use this date, you can potentially tie changes in the customer scores to events in the order or touch-point process. This can be very useful in the root cause analysis process. [Read more…]
What gets measured, gets done, or so the saying attributed to the great management guru Peter Drucker goes. At some point in your best practice Net Promoter implementation, you are going to want to, in fact need to, start setting NPS targets for your staff and organisation. This is not a trivial exercise.
There are three prerequisites you need to meet before you can set targets. Once you have those in place, you can look at setting improvement goals for the organisation. [Read more…]
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