NPS

Question 1

What are the three categories customers are placed in based on their answer to the question “Would you recommend Xfinity from Comcast?

Answer 1

Promoters, Passives, and Detractors

Question 2

How is the NPS calculated?

Answer 2

The Net Promoter Score is calculated by subtracting Detractors from Promoters, while passives are left out of the equation.

Question 3

Net Promoter System (definition)

Answer 3

Net Promoter System is a new way of operating that will help us create and build customer loyalty. The system encourages our employees, managers, and supervisors to own every interaction with the customer and consider everything from the customer’s point of view.

Question 4

What is the Net Promoter Question

Answer 4

How likely are you to recommend Xfinity from Comcast to your friends and family?

Question 5

Competitive Benchmark NPS (definition)

Answer 5

A way of understanding our position vs. those of our competitors.

Question 6

Relationship NPS (rNPS)(definition)

Answer 6

An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.

Question 7

What are the four NPS metrics?

Answer 7

Competitive Benchmark NPS, Relationship NPS (rNPS), Employee NPS (eNPS), and Transactional NPS (tNPS

Question 8

Transactional NPS (tNPS) (definition)

Answer 8

Through a one time survey, measures how our customers feel after a single interaction with our employees.

Question 9

Employee NPS (eNPS) (definition)

Answer 9

A recurring survey that measures how our employees feel about Comcast as a place to work and about our products and services.

Question 10

Customer Advocacy (definition)

Answer 10

A measure of how loyal a customer is, or how strongly our customers will advocate for us.

Question 11

Promoters (defintion)

Answer 11

Customers who are loyal and enthusiastic supporters, and will tell others to choose us. They score 9 or 10 in terms of their likelihood to recommend us.

Question 12

Passives (definition)

Answer 12

Customers who are satisfied, but not motivated to recommend us. They are likely to leave us if attracted by a competitor’s promotion or advertising. They score a 7 or 8 in terms of their likelihood to recommend us.

Question 13

Detractors (defintion)

Answer 13

Customers who are not happy with our service and who will tell others not to choose us . They are dissatisfied and often angry scoring us at a 0 to 6 in terms of their likelihood to recommend us.

Question 14

Inner Loop (defintion)

Answer 14

Continuous learning and improvement at an individual and team level based on customer feedback and information sharing.

Question 15

Outer Loop (defintion)

Answer 15

The outer loop receives and handles elevations from the inner loop and ensures solution are identified and communicated back to elevating teams.

Question 16

_____are either prioritized and addressed by the business or our Journey teams, or are deprioritized.

Answer 16

Elevations

Question 17

Closed loop (defintion)

Answer 17

How we ensure customer feedback reaches the right people and solutions are back to elevating teams.

Question 18

______ _______ -led by business owners- are in place to address systemic issues as they are identified.

Answer 18

Journey Teams

Question 19

New actions and steps put in place to inform how we work together and interact with our customers. This includes huddles, coaching, call backs, and elevations.

Answer 19

Work practices

Question 20

A process to make sure feedback and issues that cannot be solved by a local team are shared with a division, region, or enterprise-wide team (Journey Teams) for review and development of a recommended solution.

Answer 20

Elevation

Question 21

Huddle

Answer 21

Team feedback, problem solving and elevations through daily check-ins between the team and supervisor. (two-way dialogue)

Question 22

Coaching

Answer 22

Feedback and support from supervisors to employees delivered in one-on-one sessions or during team huddles.

Question 23

Customer call backs

Answer 23

Opportunities for our supervisors to reach back out to customers and learn more about their interaction with us.

Question 24

What are the five pillars to deliver a customer experience that people will love and trust?

Answer 24

Customer viewpoint, 
Automated support, 
Reliability, 
Employee empowerment, 
Simplification.