NPS Survey
How is NPS calculated
%promoters - %detractors
What is the ranking of NPS
Above 0 = good +50 is excellent <70 world class
What NPS scores do you report on
For our corporate scorecard, we look at quarterly NPS scores
What can customers be classified by
Promoters, Passives, Detractors
How often do you send NPS surveys
Quarterly - no customer gets one more than once a year
What are the rankings for the customer classification
0-6 = detrators 7-8 = passives 9-10 = promoters
Second step of procedure to NPS Survey
create a survey in GetFeedback (our survey software)
How do you follow-up with customers
we follow-up with every customer with an email from the VOC. For detractors, we request phone conversations so we can obtain further information. If we identify quality issues, those are communicated to them.
Third step of procedure to NPS Survey
launch survey and collect responses. A Net Promoter score is automatically calculated
What does NPS mean
net promoter score
Fourth step of procedure to NPS Survey
report out NPS score to quality management and for our corporate scorecard
First step of procedure to NPS survey
request a download of end users from Eloqua (our marketing database)
Where do you get contacts to target NPS survey
target end users we have identified through Oracle, Warranty registrations, tech service calls, and tracing reports from dealers or promotion redemption. For MDS surveys or tech support surveys, we target customers we have directly interacted with within the past week