Customer feedback programs and the Sales team: not what you’d call a match made in heaven. However, some companies are using their Net Promoter program to deliver hard metrics for the sales group. This very interesting and informative webinar held by one of our business partners: CustomerGauge shows you how to do the same.
NPS goal Setting
This series of blog posts will cover the different kinds of goals you can set for your business, which can range from financial to customer service.
Telstra, Australia’s largest Telco, has been well known for it’s roll-out of Net Promoter® over the past few years. Telstra has announced (see The Age newspaper) that it will be starting to partly pay its resellers based on their Net Promoter Score.
Through the current CEO (David Thodey) the company has been making a concerted push to improve customer service level which have traditionally been not as high as might be wished.
“Telstra will pay its retailers not only sales commissions, but also for their customer service performance.” [Read more…]
You’re deep in the process of implementing Net Promoter® and then someone asks the question you’ve been dreading:
How much can we expect to improve NPS® in the next 6 months?
All eyes in the room turn to you. What do you say? [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.
Give local targets not company wide targets
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…]