NPS (10-17EH/IS10-2018) Flashcards
Which S4X behavior shows: The agent respects the customer’s time and educates about Xfinity’s self-service options?
Make It Effortless
Which S4X behavior shows: The agent knows what matters most to the customer and why
Discover needs
Which S4x behavior makes customer feels: Cared for as a customer and partner and addressing issue or concern?
Show Appreciation
How many behaviors make up S4X and what are they?
- Be warm and Friendly 2.Own it
- Show Appreciation 4.Make It Effortless
- Listen Actively & Respond Appropriately
- Discover Needs 7.Be an Ambassador
- Set Clear Expectations
a flexible, behavior-based approach to quality that embraces simplification and customer personalization
S4X
What are the NPS Pillars?
Commitment, Effort, Reliability, Value
When did Comcast launch NPS?
8/15/2015
What are the five customer experience pillars?
- Customer Viewpoint
- Automated Support
- Relibility
- Employee Empowerment
- Simplification
NPS is owned by what company?
Bain and Company
What are the 3 ways NPS is measured?
- Competitive Benchmark
- Customer Relationship
- Experience
What is the Xfinity Customer Commitment?
- Respect your time
- Simplify the experience
- Make things right if we fall short
What is eNPS?
Employee Net Promoter Score (how employees feel about their overall experience with Comcast as a place to work)
What is tNPS?
Transactional Net Promoter Score (how customers feel after making a payment)
What is rNPS?
Relationship Net Promoter Score (how customers feel about their overall experience w/ Comcast as a brand)
What is the score range for Promoters?
9 and 10
What is the score range for Passives?
7 and 8
PACE
Providing Awesome Customer Experience
What is the NPS System (3 words)?
Listen, Learn, Act
What type of customer are most likely to leave Comcast?
Passives
What is the scoring range for detractors?
0-6
What is the tool used to capture all of our NPS data?
Medallia
What is an elevation?
An issue cannnot be resolved locally
What is the ultimate question for the tNPS?
On a scale from 0-10, how likely are to recommend Xfinity from Comcast as a service provider?
What is the eNPS motivation question?
I feel inspired, motivated and valued as a Comcast employee
What is the workplace eNPS question?
How likely are you to recommend Comcast a place to work to your friends and family?
What is the product eNPS question?
How likely are you to recommend Comcast’s products and services to friends and family?
How is NPS calculated?
Percentage of Promoters minus the percentage of Detractors=Net Promoter Score
Acronym- NPS
Net Promoter Score and System
Acronym XCC
XFINITY Customer Commitment.
What does NPS measure?
A customer’s loyalty to Comcast
What does “Act” stand for?
We will act to give our customer’s great customer service
What are 3 characteristics of passives?
Indifferent, most likely to leave Comcast, leave with low energy
What are 3 characteristics of detractors?
Frequent complaints, bad mouth Comcast, dissatisfied
What are 3 characteristics of promoters?
Loyal, repeat purchases, referrals for Comcast
What is the elevation pathway?
Local>Division>Enterprise or Corporate
What does “Listen” stand for?
We will listen to our customers and each other
What does “Learn” stand for?
We will learn from employees and customer feedback
- Never being satisfied w/ Good enough
- Investing in Training, Tools and Technology
- Hiring more people….Thousands of People
- Being on Time, Every Time
- Get it Right the First Time
- Keeping Bills Simple and Transparent
- Service on Demand
- Rethinking Polices and Fees
- Reimagining the Retail Experience
- Keeping Score
Customer Experience Action Plan
What is the main stand-out performer contributing to the success of NPS?
X1
Name the pilot sites for NPS
Atlanta, Portland, St. Paul
What is the primary reason considered to develop the NPS system?
To inspire action up and down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.
How does NPS create impressive results?
Inspires continuous improvement and real time action, rather than just analysis.
What element will maximize NPS?
Closing the loop w/ customers
Through NPS, what action did the St. Paul COE change and what were the results?
Removed FSIK fees which resulted in call volume decrease of 22,000 calls per month
Before launching the NPS changes, what score did Comcast start with?
-12.1
