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NPS in Service: 5 Tips to Succeed
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Transcript of NPS in Service: 5 Tips to Succeed
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NPS© in Service:5 Tips for Success
John Georgesen, Ph.D.Senior Director
Decision Sciences, Convergys Analyticstoday’s [email protected]
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NPS© in Service:
5 Tips for Success
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Everyone knows
the best way to
create loyalty is
with service that
surprises and
delights.
What if everyone is wrong?
“The Effortless Experience” Matt Dixon
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how to succeed with
NPS in Service
quantify impact.
know your metrics.
test drive(rs).
right size.
press reset.
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2
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quantify impact.
Transactional NPS is going up, but enterprise NPS is flat.Why don’t they match?
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40%of loyalty scoreexplained byS E R V I C Einteraction
quantify impact.
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quantify impact.
60%
16%
14%
1
2
3
MOST IMPORTANT WHEN RECOMMENDING
Product innovation 3%
Reputation 3%
Represents lifestyle 2%
Mobile app 1%
Website 1%
Other <1%
less
imp
ort
ant
quality | reliability | performance
there’s more to it than Service
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know your metrics.
d i f f e r e n tprogramsmeasured i f f e r e n t
things
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ENTERPRISE TRANSACTIONAL* overall * * interaction *
know your metrics.
what you’re measuringC
ompa
ny
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‘thinking about your recent experience on March 1st …’
‘based on all of your service experiences to date …’
know your metrics.
how specific you need
ENTERPRISE TRANSACTIONAL* cumulative * * specific *
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know your metrics.
who you’re talking to
ENTERPRISE TRANSACTIONAL* everyone * * contactors *
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know your metrics.
how you’re surveying
e.g.: online scores often
6-8pt lower than phone
• rating scale
• question terminology
• question location
• survey method
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test drive(rs).
validate hypotheses
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1 2
ENTERPRISE KPI
-12 pts
Changes to finance terms
hurt enterprise scores
but service ratings
were unaffected
1 2
TRANSACTION KPI
automotive finance company
tNPS tells only part of the story
test drive(rs).
Month 1 Month 2 Month 1 Month 2
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acts as leading indicator
When interaction CSAT
improves 1 point,
enterprise CSAT likely
to improve 1-3 points
healthcare insurer
Ente
rpri
se
Transaction
test drive(rs).
TRANSACTION VS ENTERPRISE KPI
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poor experiences drive disloyalty
Poor service NPS predicts
customer behavior within
three months after
an interaction
credit card provider
test drive(rs).
CHURN RATE
INCREMENTAL SPEND
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right-size.
adjust your lens
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Companies that make
customers work HARDER
to answer questions or
resolve problems put
themselves AT RISK
customer effort
right-size.
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there’s a direct link
right-size.
CUSTOMER EFFORT AND NPS©
Customer effort links
strongly to loyalty ratings;
higher effort means
lower loyalty
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right-size.
effort impacts voluntary churn
Voluntary churn rates
more than triple in
high-effort situations
CUSTOMER EFFORT AND ATTRITION
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right-size.
agents help ease disloyalty
Likely to recommend
remains high for well-
performing agents … even
in high-effort situations%
Lik
ely
to R
eco
mm
end
Series1 Series2
CUSTOMER EFFORT AND AGENTS
Hi Agent Sat Low Agent Sat
Low Medium High
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update your approach
press reset.
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where to begin
press reset.
MAKE SERVICE EASY
EVERYWHERELOOK BEYOND PRODUCTIVITY
E M P O W E REMPLOYEES
RIGHT METRIC,RIGHT TIME
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metrics that (really) matter
press reset.
Re-design with
stakeholders and
customers in mind
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Aligning programs improves predictability 1:1 sampling | survey design elements
Right metric/right time is a best-practiceagent + effort | gain multi-channel insights | empower employees
Score differences do (and should) existwhat you’re measuring | who you’re surveying | how you’re asking
Transactions influence enterprise perceptionsthere’s more to it | tNPS is leading indicator | poor service drives disloyalty
in summary.