Net Promoter Score
How is the Net Promoter Score calculated?
%of promoters - %of detractors=net promoter score
What is our 2016 NPS Goal?
-7.5
What is the score range for passives?
7 & 8
What is the score range for promoters?
9 & 10
What does NPS measure?
A customer's loyalty to Comcast.
What is a shout out?
A place on the eNPS survey to input names of anyone who you want to get recognized.
What is an elevation?
An issue that cannot be resolved locally.
What is eNPS?
Employee Net Promoter Score
What are 3 characteristics of detractors?
Frequent Complaints, bad mouth Comcast, dissatisfied.
What is the workplace eNPS question?
How likely are you to recommend Comcast as a place to work to your friends and family?
What is the product eNPS question?
How likely are you to recommend Comcast's products and services to friends and family.
What is the motivation eNPS question?
I feel inspired, motivated and valued as a Comcast employee.
What are 3 characteristics of passives?
Indifferent, most likely to leave Comcast, leave with low energy, issues resolved.
What is the NPS system?
Listen, Learn, Act
What is the elevation pathway?
Local, Division, Enterprise or Corporate
What are 3 characteristics of promoters?
Loyal, repeat purchases, referrals for Comcast.
What is the tool used that captures all of our NPS data?
Medallia
What is NPS?
Net Promoter System (and score)
What is the Ultimate Question for the tNPS?
On a scale from 0-10 how likely are you to recommend Xfinity from Comcast as a service provider?
Who is most likely to leave Comcast?
Passives
What are the 3 different types of customers?
Promoters, Passives, Detractors
What is rNPS?
Relationship Net Promoter Score
What does act stand for?
We will act to give our customers great service.
What does learn stand for?
We will learn from employees and customer feedback.
What does listen stand for?
We will listen to our customers and to each other.
What is the score range for detractors?
0-6
What are the 3 different types of huddles?
eNPS live mtg, customer conf call, open forum conf call
What is tNPS?
Transactional Net Promoter Score
