Why use NPS?

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Why use NPS?

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”CUSTOMER EXPERIENCE IS NOT A DEPARTMENT IT’S A

BEHAVIOUR”

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of buying experiences are based on how the customer feels he/she

is being treated

70% Source: Hubspot

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of customers, who are having a poor service, talk to other people

about them.

56% Source: ECHO customer service survey 2012

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The customers perception of your company…

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…is formed by every small interaction with you

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that’s just statistics, it doesn't apply for your company?

HEY

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Your business is always at stake.

ATTENTION!!!

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…so how can you know when customers are happy?

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ASKING THE ULTIMATE QUESTION: “HOW LIKELY IS IT THAT YOU WOULD RECOMMEND US TO A FRIEND OR COLLEAGUE?”

STEP 1: Sort customers How likely is it that you would recommend Telenor to a friend or colleague?

STEP 2: Close the Loop

Root Cause

WHAT WHY

HOW

STEP 3: Make Loyalty a Top Priority

Line of sight for all employees

NPS

Celebrate customer heroes

2 1 3

Report NPS along with financial metrics

Customers

Frontline

Managers

Executives

Learn & Im

prove

Promoter

Passive

Detractor

Brand NPS

Touch Point NPS

THE NPS SYSTEM

12 Source: Bain & Company

THE ROAD TO GREAT CUSTOMER EXPERIENCE

WHY USE NPS?

Easy to understand,

calculate and communicate  

A common language

across the organization  

Systematic process of

driving actions  

Nobody likes a negative

score  

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…BUT MOST OF ALL it’s a tool to change an organizations behaviour to keep focus on the customer

Thank you Contact information: [email protected]