Implementing Net Promoter is not so difficult? Send a survey, write a report and presto you’re a Net Promoter® company. Actually, it’s not quite that easy, as you may have guessed.
Collecting the Net Promoter score information is just the starting point for driving value from this very successful approach. You will also need to implement change management approaches within your organisation and have the right governance processes in place.
It doesn’t have to be complex but it does have to be done if you want to drive customer loyalty with NPS®.
Rather than starting from a blank slate, Genroe bring a series of tried and tested workshops, reviews and best practice recommendations to your Net Promoter Implementation process.
That ensures that you get up and running in the shortest possible time and without costly (from a time and momentum perspective) mistakes in the process.
Program Content
The following areas are included in the Best Practice approach. This can be a pick-and-mix approach in that you can have Genroe help you with some parts and perform others yourself. In fact this is most often how clients purchase these services.
This may seem like a lot of work and, at first glance, not necessary however, after implementing Net Promoter for over eight years we know that if organisations miss one or more of these steps, long term the Net Promoter approach will not drive the level of value creation that is truly possible.
1.
Initiate
- Will there be a Steering Committee to manage corporate oversight?
- What will it’s charter be?
- Will you have an NPS process team focused on carrying out the day to day task of using the feedback to improve the business or will you devolve that to the operating units?
- How will these groups operate?
- Who will be in them?
- What and how will you communicate to your staff to ensure that you bring them along
- What and how will you communicate with your customers to maximize the value of the program.
2.
Customer Strategy and Context
- Which customers: all of them or just high value customers. What constitutes high value?
- Which touch-points: when will you collect information from your customers and what are the key touch points in your business?
- Where are your key opportunities: NPS implementation must be focused on driving business value so it makes sense to identify the high value opportunities for improvement in your business and then attack them first. Do you have a poorly performing product line or a contact centre that is constantly having issues?
3.
Listen and React
This is the step that most companies start with: data collection and reporting. However, if you do not have the basis for the design created in the first two steps then you will likely create a data collection process that needs to be reworked in the first few months, wasting time and sapping goodwill from staff.
Of course with the Net Promoter Score process part of the survey design process is very straightforward: the NPS question.
However, you will still need to look at survey design to gain insights into what is important for your customers. Understanding what drives the Net Promoter Score is as important as the score itself. If you just collect the NPS and do not collect any supporting data to understand what drives it you are mostly wasting your time.
The data collection process is not trivial either. If you are running a transactional NPS process then you will need to be able to collect, analyse and act on feedback data every day, day and day out. What system will you use and how will you get data in and insights out?
4.
Quick Wins
Now you need to show some quick wins to demonstrate some payback for all of the effort so far. Rather than trying for a big bang win that may be high risk or long term right up front, look for some quick wins that will get runs on the board right now.
We have find that critical quality management tools are vital to success in this process and so we have created a Root Cause Analysis and Action Training process that trains your staff in how to identify and plan for change.
5.
Big Bets
With the process validated, move on to larger opportunities. In truth by this point our clients are running on their own and we are only required to provide occasional advice.
Next Steps
Related Content
Here are some resources on Net Promoter Score® you might find useful.
Client Testimonials
David Schekoske
Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with.
We’ve considered Adam Ramshaw as someone where it would always feel like we are his number 1 priority, with his availability and solutions second to none..
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Russell Evans
A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it. So I came across Genroe about 6 months before I joined Wolters Kluwer. I meet up with Adam and I guess from that point all the way through to now, five and a half years later I have been impressed with the pragmatic approach of Genroe.
A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it. They live and breathe it and they can share case studies. We have learnt along the way. We think we have also shared some of our learnings back with Genroe.
I think it’s that pragmatic approach. Being able to be flexible and working with a product like CustomerGauge and helping to fine tune that into an organisation like ours. So rather than one model fits all, really tailoring it to make sure that we got the best out of the program and continue to learn along the way.
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Sam Riley
They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. We’ve been operating this system for a couple of years now and Genroe is always checking in, providing us with refinements to what’s going on and any time we want to get more out of the system they are always willing to come in and understand what we want and help. It’s not one and done. They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. So that’s what we like.
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Peter Perla
If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge. If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.
The platform is cost-effective, uncomplicated and backed up by Genroe’s incredibly responsive local team who are always eager to provide support when required.
The Customer Gauge platform has enabled us to measure the end to end customer journey and make data driven decisions to drive operational improvements, resulting in substantial increases to our NPS scores and customer retention rates.
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John Moss
So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team. We obviously went through the process trying to evaluate the various competing vendors to provide the services. We liked Genroe because we felt the approach was right for us.
We felt it was a good match culturally between the two organisations. And we felt they knew what they were talking about. And so it very much comes down to the individuals that you work with.
We had a very engaging process. We got the outcomes we were looking for. We got implemented very quickly. And the relationship has continued over the last 12 months, to ensure that we keep being sort of pushed and prodded to learn more about our client loyalty, and to drive change.
So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.
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Craig Scowen
[Genroe] have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future. I would recommend Genroe based on both the success of our NPS project and the professionalism in which it was conducted. They have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.”
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Joanna Thomas
Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers.
The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.
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Angela Jones-Blayney
Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data. Adam Ramshaw from Genroe was engaged by the City of Ryde to survey customer satisfaction levels of our new Ryde Planning and Business Centre. Adam has consistently provided us with a high level of expertise and excellent customer service.
Whenever we have required assistance with the development of urgent reports, Adam’s response has always been prompt and extremely professional. Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data. I have no hesitation recommending Genroe to other business colleagues.
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Jeff McLean
I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership. We would have put CustomerGauge into close to ten of our businesses [since 2012]. What I would say about the platform in every instance of the ten instances we’ve done is that it has really built upon the employee culture that we’ve had. It’s been transformational. I know one of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.
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Michael Bray
Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength. GraysOnline has 2.3m customers and Genroe was a perfect partner to help us gain insights from our customers on what we can improve to make the GraysOnline experience better.
Genroe’s ability to be hands on with all areas of our business, guide each area of our business through the steps of introducing NPS into our BAU through outstanding communication, was their greatest strength.
We have now launched NPS, we do feel like we are still at the bottom of the mountain in terms of NPS being an effective tool to improve our business and not just be a one off project, however, having Genroe as a genuine partner of our business, gives us comfort that we can climb the mountain one step at a time, ultimately, including NPS being a BAU tool.
And this is the reason why we would recommend Genroe to any business that is looking to understand their customers more but feels like the mountain is too steep to tackle it themselves.
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Mark Burgess
The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner. The methods, systems and project management practices all work well to keep the project on-track. We had plans for business growth but very little in place of marketing strategy and systems. We were starting from practically zero in the way of marketing expertise and systems.
The Genroe team helped us develop the strategy, systems and execution to go to market. Genroe are a very professional and supportive partner.
The methods, systems and project management practices all work well to keep the project on-track.
The Genroe team are able to adapt with changes along the journey as well which is a big plus when you are evolving your marketing strategy as you learn. Highly recommended.
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Michael McGough
I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”. The reason we reached out for a partner to help our business with launching a CRM was due to simply not having the manpower to do it ourselves, as a start up you can appreciate there are only so many hours in the day!
We asked Hubspot to give us 3 potential partners. Genroe not only were the most cost effective but they asked the most important questions that I needed to hear from them. Especially as I had no idea how long this would take, no how hard or complex it would be. I trusted Adam from day one.
I had a proposal which I needed to present to the CEO of our group, who without speaking with Adam or anyone at Genroe said, “How long did you guys talk this is super detailed, this is exactly what we need, go ahead”.
Dealing with Adam and the team was a pleasure, calls, Zoom, Screen shares at my request and also his opinion on how we could do things better was always welcomed.
I recommend engaging with Genroe for all things Hubspot!
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Bernice McLeod
Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect. Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect.
I think that’s the most amazing thing, that we have that real-time feedback. We can just shoot them an email and we get a response back with, “Yes, we can do it,” or, “No, we can’t, but here’s an alternative.”
That’s enabled us to be able to succeed in the way we have, by having that support.
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Renee Farnham
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.
I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives.
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best.
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