NPS (10-17EH/IS10-2018)

Question 1

Which S4X behavior shows: The agent respects the customer’s time and educates about Xfinity’s self-service options?

Answer 1

Make It Effortless

Question 2

Which S4X behavior shows: The agent knows what matters most to the customer and why

Answer 2

Discover needs

Question 3

Which S4x behavior makes customer feels: Cared for as a customer and partner and addressing issue or concern?

Answer 3

Show Appreciation

Question 4

How many behaviors make up S4X and what are they?

Answer 4

1. Be warm and Friendly 2.Own it
2. Show Appreciation 4.Make It Effortless
3. Listen Actively & Respond Appropriately
4. Discover Needs 7.Be an Ambassador
5. Set Clear Expectations

Question 5

a flexible, behavior-based approach to quality that embraces simplification and customer personalization

Answer 5

S4X

Question 6

What are the NPS Pillars?

Answer 6

Commitment, Effort, Reliability, Value

Question 7

When did Comcast launch NPS?

Answer 7

8/15/2015

Question 8

What are the five customer experience pillars?

Answer 8

1. Customer Viewpoint
2. Automated Support
3. Relibility
4. Employee Empowerment
5. Simplification

Question 9

NPS is owned by what company?

Answer 9

Bain and Company

Question 10

What are the 3 ways NPS is measured?

Answer 10

1. Competitive Benchmark
2. Customer Relationship
3. Experience

Question 11

What is the Xfinity Customer Commitment?

Answer 11

1. Respect your time
2. Simplify the experience
3. Make things right if we fall short

Question 12

What is eNPS?

Answer 12

Employee Net Promoter Score (how employees feel about their overall experience with Comcast as a place to work)

Question 13

What is tNPS?

Answer 13

Transactional Net Promoter Score (how customers feel after making a payment)

Question 14

What is rNPS?

Answer 14

Relationship Net Promoter Score (how customers feel about their overall experience w/ Comcast as a brand)

Question 15

What is the score range for Promoters?

Answer 15

9 and 10

Question 16

What is the score range for Passives?

Answer 16

7 and 8

Question 17

PACE

Answer 17

Providing Awesome Customer Experience

Question 18

What is the NPS System (3 words)?

Answer 18

Listen, Learn, Act

Question 19

What type of customer are most likely to leave Comcast?

Answer 19

Passives

Question 20

What is the scoring range for detractors?

Answer 20

0-6

Question 21

What is the tool used to capture all of our NPS data?

Answer 21

Medallia

Question 22

What is an elevation?

Answer 22

An issue cannnot be resolved locally

Question 23

What is the ultimate question for the tNPS?

Answer 23

On a scale from 0-10, how likely are to recommend Xfinity from Comcast as a service provider?

Question 24

What is the eNPS motivation question?

Answer 24

I feel inspired, motivated and valued as a Comcast employee

Question 25

What is the workplace eNPS question?

Answer 25

How likely are you to recommend Comcast a place to work to your friends and family?

Question 26

What is the product eNPS question?

Answer 26

How likely are you to recommend Comcast's products and services to friends and family?

Question 27

How is NPS calculated?

Answer 27

Percentage of Promoters minus the percentage of Detractors=Net Promoter Score

Question 28

Acronym- NPS

Answer 28

Net Promoter Score and System

Question 29

Acronym XCC

Answer 29

XFINITY Customer Commitment.

Question 30

What does NPS measure?

Answer 30

A customer's loyalty to Comcast

Question 31

What does "Act" stand for?

Answer 31

We will act to give our customer's great customer service

Question 32

What are 3 characteristics of passives?

Answer 32

Indifferent, most likely to leave Comcast, leave with low energy

Question 33

What are 3 characteristics of detractors?

Answer 33

Frequent complaints, bad mouth Comcast, dissatisfied

Question 34

What are 3 characteristics of promoters?

Answer 34

Loyal, repeat purchases, referrals for Comcast

Question 35

What is the elevation pathway?

Answer 35

Local>Division>Enterprise or Corporate

Question 36

What does "Listen" stand for?

Answer 36

We will listen to our customers and each other

Question 37

What does "Learn" stand for?

Answer 37

We will learn from employees and customer feedback

Question 38

1. Never being satisfied w/ Good enough 2. Investing in Training, Tools and Technology 3. Hiring more people....Thousands of People 4. Being on Time, Every Time 5. Get it Right the First Time 6. Keeping Bills Simple and Transparent 7. Service on Demand 8. Rethinking Polices and Fees 9. Reimagining the Retail Experience 10. Keeping Score

Answer 38

Customer Experience Action Plan

Question 39

What is the main stand-out performer contributing to the success of NPS?

Answer 39

X1

Question 40

Name the pilot sites for NPS

Answer 40

Atlanta, Portland, St. Paul

Question 41

What is the primary reason considered to develop the NPS system?

Answer 41

To inspire action up and down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.

Question 42

How does NPS create impressive results?

Answer 42

Inspires continuous improvement and real time action, rather than just analysis.

Question 43

What element will maximize NPS?

Answer 43

Closing the loop w/ customers

Question 44

Through NPS, what action did the St. Paul COE change and what were the results?

Answer 44

Removed FSIK fees which resulted in call volume decrease of 22,000 calls per month

Question 45

Before launching the NPS changes, what score did Comcast start with?

Answer 45

-12.1