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NPS_it's just a number isn't it
- 1. NPS – IT’ S JUST A NUMBER ISN’T IT? Ivana Sekanic Customer Advocacy Manager Want to make contact? Find me on LinkedIn.
- 2. 30 July 2016 My most frequent Net Promoter Score conversations …. 1. “Single number doesn’t tell us anything.” 2. “I am measured on something I can’t influence.” 3. “I never score above 8.” … and our story of why we need to change.
- 3. EVERYONE UNDERSTANDS NPS….RIGHT? 30 July 20163
- 4. NPS LESSONS ARE LEARNT OVER TIME A leader with 29.1% market share An Australian icon with 40 years of providing health insurance to over 3.8 million customers Revenue of A$ 6.37 billion Two brands – Medibank and AHM 5 years of Voice of Customer program
- 5. WHY SHOULD I CARE?
- 6. NPS AS A RISK MEASURE WHAT’S THE IMPACT? CUSTOMERS AT RISK NPS = DETRACTORS PASSIVES PROMOTERS
- 7. WHAT IS THE TARGET EXPERIENCE AND HOW WILL WE KNOW WHEN WE GET THERE?
- 8. EPISODES AND INTERACTIONS DOYOU REALLYKNOW WHAT’S GOING ON? 30 July 20168 WHEN ACTIVE? WHAT HAPPENS WHEN A CUSTOMER IS INACTIVE?
- 9. WHAT WE HAD VS. WHAT WE NEEDED • Heavily controlled sampling that introduced variability in data • Long list of questions with shorter list of answers • Greater dominance of channel experience • Questions structure that introduced bias • Variable targets 7/30/20169 SINGLE SURVEY EIGHT SURVEYS • Less control, more customer centricity • Built on foundation of CX attributes • More flexibility in developing insights • Greater ability for rapid root cause analysis • A quick predictor of major trends • A shift towards CX statistical modeling and experiment design
- 10. IS NPS A STRONG ENOUGH BASIS FOR STATISTICALANALYSIS
- 11. CUSTOMER VOICE + CUSTOMER BEHAVIOUR “VOC PROGRAM NEEDS TO BE A 360 DEGREE PERSPECTIVE OF YOUR CUSTOMERS.”
- 12. RESULT = A STABLE NPS WITH CLEAR AREAS FOR CONTINUOUS IMPROVEMENT • It now becomes an early warning system of customer’s behaviour • A rapid way to improve things • Ability to apply experimental design and track effectiveness • Changing conversations about the customer
- 13. 30/07/201613 CUSTOMERS ARE COMPLEX AWELLDESIGNED NPS PROGRAM ISACOMPLEX SYSTEM Interaction Episode
- 14. AN NPS SYSTEM ALLOWS MULTI LEVELS OF FOCUS • PROVIDING CLARITY ON WHERE TO CONCENTRATE THE EFFORTS • CONTRACTING AREAS OF CONTINOUOS IMPROVEMENTS THROUGH :
- 15. FROM ROOT CAUSE TO EXPERIENCE DESIGN AN NPS SYSTEM TO SUPPORT SCALABLE CHANGE
Editor's Notes
- #3: How to make people care
- #5: Voice of the customer is a human thing – as well as a system and as such is continually evolving Therefore any VOC program needs to evolve over time – and be robust enough to flex in a relationship way
- #6: Why it sits in medi in our experience design framework – because it’s more than a number it’s the way our customers experience us -
- #7: WHAT IF ? TOTAL CUSTOMER BASE WAS TO BE REDUCED BY THE TOTAL PERCENTAGE OF YOUR DETRACTORS & PASSIVES?
- #11: It’s only a fluffy number if you’ve built a fluffy program
- #15: [ Layers of insights produce scale of IMPROVEMENTS] Building a system allowz you to use it at multiple levels with multiple stakeholders
- #16: [PRIORITISING AND SOLVING ROOT CAUSE PROBLEMS THAT IS HOW WE DRIVE A STRONGER GROWTH BEYOND THE SINGLE NUMBER]