NPS Flashcards
Promoters
Customers who are loyal and enthusiastic supporters and will tell others to choose us. They score us at a 9 or 10 in terms of their likelihood to recommend us.
Passives
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 us at a 7 or 8 in terms of their likelihood to recommend us.
Detractors
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.
How is the NPS score calculated?
It is calculated based on a customer’s likelihood to recommend our products and services based on the Net Promoter Question. *Net Promoter Score NET PROMOTER SYSTEM = % promoters - % detractors.
What is the Net Promoter question?
“How likely are you to recommend XFINITY from Comcast to friends and family?” This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with us.
What is The Net Promoter System (NPS)?
The 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 to consider everything from the customer‘s
point of view.
What is eNPS?
Employee Net Promoter System
What does eNPS measure?
It measures through a recurring survey how our employees feel about Comcast as a place to work and about our products and services.
What is a measurement of how you and all Comcast Business HQ employees feel about Comcast as a place to work and about our products and services?
Monthly eNPS survey
What is a framework for ongoing two-way dialogue and feedback loop?
eNPS huddles
What is a process for raising issues that cannot be solved by a local team?
Elevations
Customer Call Backs have four key benefits. Name 2.
- Drives behaviors that drive improved tNPS (huddles, elevations, etc.) and are highly correlated with tNPS (.82); tNPS is a leading indicator of rNPS
- Reduces unique call in rate by 4 pts
- Reduces churn by up to 50 bps
- Call Backs connect our local employees with our customer base which localizes our company brand and shows a significant shift in our attitude.
How is the Transactional NPS (tNPS) information received?
It is gathered by email surveys to customers shortly after an interaction with Sales, Care, Tech or Retention to identify successes and areas of opportunity.
What is tNPS?
Transactional Net Promoter System
What is rNPS?
Relationship Net Promoter System
