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2016 Master > NPScontinued > Flashcards

NPScontinued Flashcards

1
Q

New way to gauge customer Satisfaction.

A

NPS

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2
Q

NPS

A

Net Promoter Score.

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3
Q

PACE

A

Providing Awesome Customer Experience

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4
Q

XCC

A

XFINITY Customer Commitment.

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5
Q

What is NPS?

A

Net Promoter System (and Score)

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6
Q

What does NPS measure?

A

A customer’s loyalty to Comcast

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7
Q

How is NPS calculated?

A

Percentage of Promoters - Percentage of Detractors = Net Promoter Score

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8
Q

What is our 2017 NPS Goal?

A

0

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9
Q

What is the product eNPS question?

A

How likely are you to recommend Comcast’s products and services to friends and family?

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10
Q

What is the workplace eNPS question?

A

How likely are you to recommend Comcast as a place to work to your friends and family?

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11
Q

What is the motivation eNPS question?

A

I feel inspired, motivated and valued as a Comcast employee

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12
Q

Listen, Learn, Act what do we mean by Act?

A

We will act to give our customer’s great customer service

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13
Q

What are 3 characteristics of passives?

A

Indifferent, most likely to leave Comcast, leave with low energy

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14
Q

What are 3 characteristics of detractors?

A

Frequent complaints, bad mouth Comcast, dissatisfied

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15
Q

What are 3 characteristics of promoters?

A

Loyal, repeat purchases, referrals for Comcast

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16
Q

What is the ultimate question for the tNPS?

A

On a scale from 0-10, how likely are you to recommend XFINITY from Comcast as a service provider?

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17
Q

What is an elevation?

A

An issue that cannot be resolved locally

18
Q

What is the tool used to capture all of our NPS data?

A

Medallia

19
Q

What is the score range for detractors?

A

0-6

20
Q

What is the elevation pathway?

A

Local>Division>Enterprise or Corporate

21
Q

Who is most likely to leave Comcast?

A

Passives

22
Q

Listen, Learn, Act what do we mean by Listen?

A

We will listen to our customers and each other

23
Q

What is the NPS System?

A

Listen, Learn, Act

24
Q

What are the 3 types of customers?

A

Promoters, Passives and Detractors

25
Q

What is the score range for Passives?

A

7 & 8

26
Q

What is the score range for Promoters?

A

9 & 10

27
Q

What is Learn in the NPS system?

A

We will learn from employees and customer feedback

28
Q

What is rNPS?

A

Relationship Net Promoter Score- on going survey; how customers feel about their overall experience w/ Comcast as a brand

29
Q

What is tNPS?

A

Transactional Net Promoter Score- one time survey; how the customer feels after making a payment

30
Q

What is eNPS?

A

Employee Net Promoter Score

31
Q

What is the Customer Experience Action Plan?

A
  1. Never being satisfied w/ Good enough2. Investing in Training, Tools & Technology3. Hiring more people….Thousands of People4. Being on Time, Every Time5. Get it Right the First Time6. Keeping Bills Simple & Transparent7. Service on Demand8. Rethinking Polices & Fees9. Reimagining the Retail Experience10. Keeping Score
32
Q

What is the Xfinity Customer Commitment?

A
  1. Respect your time2. Simplify your experience3. Make things right if we fall short
33
Q

What is the main stand-out performer contributing to the success of NPS?

A

X1

34
Q

What are the 3 ways NPS is measured?

A

Competitive Benchmark
Customer Relationship
Experience

35
Q

What is the primary reason considered to develop the NPS system?

A

To inspire action up & down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.

36
Q

How does NPS create impressive results?

A

Inspires continuous improvement and real time action, rather than just analysis.

37
Q

What are the pillars for NPS?

A

C- Customer viewpointA- Automated supportR- ReliabilityE- Employee empowermentS- Simplification

38
Q

When did Comcast launch NPS?

A

August 2015

39
Q

NPS is owned by what company?

A

Bain & Company

40
Q

Before launching the NPS changes, what score did Comcast start with?

A

-16 company wide

41
Q

What is our NPS goal for 2018

A

7.5

2016 Master (109 decks)

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