Best Practices in managing your organization with NPS

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    • NPS Best Practices

    Last week I spoke at the Corinium CCO Fall Conference. One of the discussions we had was on the very popular topic of Net Promoter Score best practices and its efficacy to gauge customer satisfaction. We had such great engagement that I want to share the wisdom of the CXPA community with all of you.
    Here is what CX practitioners across industries are saying:

    How You Use Net Promoter Score (NPS) Makes a Big Difference

    Never compare results across titles. For example, on average a supervisor will always have a lower NPS than an agent since by design, that supervisor gets the more challenging calls. Data proves that the gap is as high as 10pts!
    When you communicate to your frontline employees, do not speak in terms of points. Rather, communicate with frontline employees in terms of actions and behaviors. The goals of achieving a certain point should end at the Manager level. In turn, Managers should know what behaviors move the needle and instruct the frontline to practice them.

    The Impact of Detractors

    It is important note that detractors give 14 times more words in their free  commentary than promoters. The difference between a great performer and a poor performer is not that one gets scored as a 10 and the other does not. Everyone gets 10s. The difference is a great performer does not get any detractors.
    Never reward an individual high score. Only reward trends. And note, it takes 15 occurrences to have a trend.

    Be Careful How You Survey for Net Promoter Score

    NPS is the easiest measure to manipulate so be very careful who you survey.
    Expect your response rates to go down over time. Make sure you create a buffer when you begin your collection. For accuracy, the prevailing recommendation is to start with 3 times.
    The conclusion was unanimous. NPS alone is not a comprehensive measure of customer satisfaction. NPS must be connected to customer journey scores and operational measures in order to carry business value. It is however the metric that your CFO and CEO know and understand.
    So make sure you create those connections on the back end, but please do not share  complex models with your executives. Keep it simple. Know how to prove the dollar value, and keep reiterating.
    Good luck and feel free to reach out if you want to learn more about net promoter score best practices or if you  get stuck along the way!

    Liliana Petrova, CCXP

    Published on 10/24/2019

    Liliana Petrova, CCXP

    Liliana Petrova CCXP pioneered a new customer-centric culture that energized more than 15,000 JetBlue employees. Future Travel Experience & Popular Science awarded her for her  JFK Lobby redesign & facial recognition program. Committed to creating seamless experiences for customers and greater value for brands, she founded The Petrova Experience, an international customer experience consulting firm that helps brands improve CX. To elevate the industry, she launched a membership program to help CX professionals grow their careers. Ms Petrova lives in Brooklyn with her husband and daughter.

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