NPS Flashcards
NPS
Net Promoter System
The NPS score is based on one simple question:
Xfinity: How likely are you to recommend Xfinity from Comcast to friends and family?
Comcast Business: How likely are you to recommend Comcast Business to colleagues or others?
These are the opportunities we identify through feedback that will improve the customer experience and employee experience.
NPS Elevations
These are opportunities to review feedback and discuss solutions with your team on regular basis
NPS Huddles
Our national recognition tool used to recognize employees who exceptional customer experience, teams that are collaborating to solve issues, best practices, and more.
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Feedback from surveys and NPS huddles are an important funnel of information that fuels what?
NPS Elevations
NPS customer and employee surveys fuel huddle discussions in the following ways:
- Recognize employees and celebrate promoter
stories - Review detractor feedback and discuss
solutions - Recognize employees with shout outs and
celebrate team milestones - Ask employees for ideas and opportunities for
improvement
Who conducts both tNPS and eNPS huddles?
Frontline leaders
How often does Back-office and HQ teams eNPS huddles happen?
one eNPS huddle per month.
What are the NPS Huddle Best Practices?
Prepare. Make Time. Listen. Learn. Act. Celebrate.
What is an opportunity to learn directly from our customers on what we are doing well and where we need to improve?
NPS Customer Callbacks
This is an online tool leaders companywide use to help capture customer and employee feedback,
understand it in real-time, and deliver insights and action to improve our performance.
Medallia
What do we use Medallia for?
To collect NPS survey data for reporting purposes and to help facilitate work practices like customer
callbacks, employee huddles, and elevations.
Frontline leaders reach out to customers in what 2 ways that have completed NPS surveys?
via phone or email
How many and how often do Back-office and HQ team contact customers who have completed NPS surveys?
2 customers per month
The goal is to reach out to customers within how long of them completing surveys?
within 72 hours
How fast do we want to close alerts from customer callbacks from Frontline Supervisor, Managers and Directors?
Closing 100% of alerts within 72 hours
To make the customer experience our best product, we are making changes to how we do business at every level of the company and moving to a model called what?
Net Promoter System and Score® (NPS)
This tool encourages us to make promoters out of our
customers in every interaction – we want them to love us and to recommend us to others.
The Net Promoter System
Making this our best product is our number
one priority?
the customer experience
Some of the most loved and successful
consumer brands—like Apple, Southwest Airlines and Zappos—and many of our leading peers and
competitors—like AT&T, DirectTV and Verizon—use this tool?
NPS
We have conducted how many customer callbacks with NPS?
over 500,000
We have raised how many elevations with NPS?
over 5,000
The Net Promoter Score (NPS) is how we are
beginning to measure ourselves differently and
is based on one simple question:
How likely are you to recommend Xfinity from Comcast to friends and family?
