Net Promoter System (and Score)
Before launching the NPS changes, what score did Comcast start with?
-12.1
What is our 2016 NPS Goal?
-7.5
What is the Customer Experience Action Plan?
1. Never being satisfied w/ Good enough 2. Investing in Training, Tools & Technology 3. Hiring more people....Thousands of People 4. Being on Time, Every Time 5. Get it Right the First Time 6. Keeping Bills Simple & Transparent 7. Service on Demand 8. Rethinking Polices & Fees 9. Reimagining the Retail Experience 10. Keeping Score
What is the Xfinity Customer Commitment?
1. Respect your time 2. Simplify your experience 3. Make things right if we fall short
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 an elevation?
An issue that cannot be resolved locally
Name the pilot sites for NPS
Atlanta Portland St. Paul
When did Comcast launch NPS?
August 2015
NPS is owned by what company?
Bain & Company
What are the pillars for NPS?
C- Customer viewpoint A- Automated support R- Reliability E- Employee empowerment S- Simplification
What element will maximize NPS?
Closing the loop w/ customers
What are the 3 ways NPS is measured?
Competitive Benchmark Customer Relationship Experience
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
How does NPS create impressive results?
Inspires continuous improvement and real time action, rather than just analysis.
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 to capture 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
How is NPS calculated?
Percentage of Promoters - Percentage of Detractors = Net Promoter Score
What are the 3 types of customers?
Promoters, Passives and Detractors
What is rNPS?
Relationship Net Promoter Score- on going survey; how customers feel about their overall experience w/ Comcast as a brand
Through NPS, what action did the St. Paul COE change and what were the results?
Removed FSIK fees which resulted in call volume decrease of 22,000 calls per month
What does "Act" stand for?
We will act to give our customer's great customer 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 each other
Which division leads the company in deployment of NPS?
West Division
What is the score range for detractors?
0-6
What is the main stand-out performer contributing to the success of NPS?
X1
What is the primary reason considered to develop the NPS system?
To inspire action up & down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.
What is tNPS?
Transactional Net Promoter Score- one time survey; how the customer feels after making a payment