NPS

Question 1

NPS

Answer 1

Net Promoter System

Question 2

The NPS score is based on one simple question:

Answer 2

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?

Question 3

These are the opportunities we identify through feedback that will improve the customer experience and employee experience.

Answer 3

NPS Elevations

Question 4

These are opportunities to review feedback and discuss solutions with your team on regular basis

Answer 4

NPS Huddles

Question 5

Our national recognition tool used to recognize employees who exceptional customer experience, teams that are collaborating to solve issues, best practices, and more.

Answer 5

thx

Question 6

Feedback from surveys and NPS huddles are an important funnel of information that fuels what?

Answer 6

NPS Elevations

Question 7

NPS customer and employee surveys fuel huddle discussions in the following ways:

Answer 7

• 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

Question 8

Who conducts both tNPS and eNPS huddles?

Answer 8

Frontline leaders

Question 9

How often does Back-office and HQ teams eNPS huddles happen?

Answer 9

one eNPS huddle per month.

Question 10

What are the NPS Huddle Best Practices?

Answer 10

Prepare. Make Time. Listen. Learn. Act. Celebrate.

Question 11

What is an opportunity to learn directly from our customers on what we are doing well and where we need to improve?

Answer 11

NPS Customer Callbacks

Question 12

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.

Answer 12

Medallia

Question 13

What do we use Medallia for?

Answer 13

To collect NPS survey data for reporting purposes and to help facilitate work practices like customer
callbacks, employee huddles, and elevations.

Question 14

Frontline leaders reach out to customers in what 2 ways that have completed NPS surveys?

Answer 14

via phone or email

Question 15

How many and how often do Back-office and HQ team contact customers who have completed NPS surveys?

Answer 15

2 customers per month

Question 16

The goal is to reach out to customers within how long of them completing surveys?

Answer 16

within 72 hours

Question 17

How fast do we want to close alerts from customer callbacks from Frontline Supervisor, Managers and Directors?

Answer 17

Closing 100% of alerts within 72 hours

Question 18

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?

Answer 18

Net Promoter System and Score® (NPS)

Question 19

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.

Answer 19

The Net Promoter System

Question 20

Making this our best product is our number

one priority?

Answer 20

the customer experience

Question 21

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?

Answer 21

NPS

Question 22

We have conducted how many customer callbacks with NPS?

Answer 22

over 500,000

Question 23

We have raised how many elevations with NPS?

Answer 23

over 5,000

Question 24

The Net Promoter Score (NPS) is how we are
beginning to measure ourselves differently and
is based on one simple question:

Answer 24

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

Question 25

The Net Promoter Score (NPS) comes from what equation to measure customer loyalty over time?

Answer 25

Subtracting detractors (people who don’t like us) from promoters (people who love and trust us)

Question 26

What 3 categories are in the Net Promoter Score?

Answer 26

Promoters, Passives, and Detractors

Question 27

Customers who are loyal and enthusiastic supporters;

will tell others to choose us.

Answer 27

Promoters

Question 28

Customers who are satisfied, but not motivated to recommend us.

Answer 28

Passives

Question 29

Customers who are not happy with our service and who

will tell others not to choose us.

Answer 29

Detractors

Question 30

This is the best measure of loyalty and the most accurate predictor of customer satisfaction.

Answer 30

The Net Promoter Score

Question 31

What are the metrics in the Customer Experience Scorecard?

Answer 31

Onboarding Call-In Rate, Customer

First Call Resolution, Voice of the Customer and Unique Contact Rate.

Question 32

How can my team help improve our NPS score?

Answer 32

Own every interaction to make it the best
possible. Being accountable and keeping our
promises with on-time arrivals and callbacks, driving up First Call Resolution, and really listening to our customers.

Question 33

This survey that measures how customers feel about their overall experience with Comcast as a brand?

Answer 33

Relationship NPS (rNPS)

Question 34

This survey that measures how our customers feel after they’ve interacted with us, such as talking with a call center agent or working with a store representative or technician?

Answer 34

Transactional NPS (tNPS)

Question 35

This short, recurring survey that measures how employees feel about Comcast as a place to work and about our products and services. It provides insight and prompts discussion on things we can do to improve experiences for customers and employees?

Answer 35

Employee NPS (eNPS)

Question 36

This is an opportunity to cheer on and thank colleagues as well as recognize hard work, collaboration, and more.

Answer 36

eNPS Shout Outs