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.
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.
Customer Strategy and Context
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?
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.
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.
Here are some resources on Net Promoter Score® you might find useful.