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