NPS Glossary Flashcards
What is the Net Promoter System?
It 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 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 Score?
A simple, easily understandable score that shows our progress in making the customer experience our best product. 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 Competitive Benchmark NPS?
A way of understanding our position versus those of our competitors. This benchmark will help us set our goals for score improvement and inform our decision making.
What is Relationship NPS (rNPS)?
An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.
What is Employee NPS (eNPS)?
Through a recurring survey that measures how our employees feel about Comcast as a place to work and about our products and services
What is Transactional NPS (tNPS)?
Through a one-time survey, measures how our customers feel after a single interaction with our employees, such as paying a bill or talking to an agent.
What is Customer Advocacy?
A measure of how loyal a customer is, or how strongly our customers will “advocate” for us. The Net Promoter System categorizes customers into three categories based on advocacy:
Promoters, Passives and Detractors.
What are 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.
What are 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.
What are 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.
What is Inner Loop?
Continuous learning and improvement at an individual and team level based on customer feedback and information sharing. Teams host huddles, one-on-one coaching sessions, and identify issues for elevation.
What is Outer Loop?
The Outer Loop receives and handles elevations from the Inner Loop and ensures solutions are identified and communicated back to elevating teams. Elevations are either prioritized and addressed by the business or our Journey Teams, or are deprioritized. Regardless, solutions and actions are shared to close the loop.
What is Closed Loop?
How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.
What is Journey Teams?
Journey Teams – led by business owners – are in place to address systemic issues as they are identified. These teams help identify processes, policies and products that need improvement and
take action to create solutions. Our Journey Teams are focused on five key customer experience areas: Billing, Reliability, Repair, Onboarding, and People and Culture.
