Net Promoter Score (NPS) and Customer Experience (CX)

As per Pitney Bowes hierarchical system of CX, Factors considered / influence the customer experience / rating
1.Understood the issues
2.First time right response / Errors
3.Ease of use / Accessibility / Availability
4.Speed of response provided / Wait time
5.Flexibility 

Higher the NPS score, higher the loyalty ! i.e. Customers
1.Stay longer
2.Refer others / friends
3.Provide positive feedback and ideas
4.Repeat business on other service lines
5.Reach out to us via email / support call

Inspired by the Forrester CX Index i.e. On a scale of 1 (Very poor) - 5 (Excellent) 
1,2 = Detractors 
3 = Neutral
4,5 = Promoters

NPS = % of Promoters - % of Detractors. and consider absolute number not %. 

Rating bucket as per Forrester CX index, if NPS score is

< 55     - Very Poor
55 - 64 - Poor
65 - 74 - Okay
75 - 84 - Good
85+      - Excellent

Comments

Post a Comment

Popular posts from this blog

Evolution in B2B Buying i.e. Sense Making - Brent Adamson - Gartner

Image
Check out the key summary of the latest and emerging topic on sales called ´Sense Making´ .  this is summary of the talk / podcast between Brent Adamson (Distinguished Vice President at Sales Practice - Gartner and Victor Antonio (Sales Trainer and Consultant)  For more details, check out the publication by Gartner titled How Challenger Sales Organizations Make Sense of Sense Making   Dig deeper to find the meaning. Only when you go deep inside the water, you will find beautiful corals.  Key summary Help customer to identify signal and clear noise.  Too much information out there in market. Help customer Reconcile conflicting information.  No.1 depressant of big deals is - customer confidence . this is not lack of confidence in sales, vendor or brand, product/service.  this is the lack of confidence among themselves to make a decisive decision in the face of so much uncertainty  How can you help customers make big disruptive decisions without havi...
Read more

Disruptive Blue Oceans and India to the world!

Image
In this article, we brief on what the architect of disruptive innovation Clayton Christensen explained in his seminal work called disruptive theory. This contains the edited excerpts of ‘ What is disruptive innovation ’ article published in Harvard Business Review. We also considered the tools, frameworks and concepts from Blue Ocean Strategy developed by W. Chan Kim and Renee Mauborgne, as we feel that the Indian companies adopt the essence of both the Disruptive Innovation and Blue Ocean Strategy ideas. Clayton clarifies Disruption is a process where by a smaller company with fewer resources is able to successfully challenge established incumbent businesses. Specifically, as incumbents focus on improving their product and services for the most demanding customers, new entrants prove disruptive by successfully targeting those overlooked segments and by delivering more suitable functionality frequently at lower price. And any product or service to be considered as disruptive in...
Read more