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2018 MM > NPS (10-17EH/IS10-2018) > Flashcards

NPS (10-17EH/IS10-2018) Flashcards

1
Q

Which S4X behavior shows: The agent respects the customer’s time and educates about Xfinity’s self-service options?

A

Make It Effortless

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2
Q

Which S4X behavior shows: The agent knows what matters most to the customer and why

A

Discover needs

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3
Q

Which S4x behavior makes customer feels: Cared for as a customer and partner and addressing issue or concern?

A

Show Appreciation

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4
Q

How many behaviors make up S4X and what are they?

A
  1. Be warm and Friendly 2.Own it
  2. Show Appreciation 4.Make It Effortless
  3. Listen Actively & Respond Appropriately
  4. Discover Needs 7.Be an Ambassador
  5. Set Clear Expectations
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5
Q

a flexible, behavior-based approach to quality that embraces simplification and customer personalization

A

S4X

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6
Q

What are the NPS Pillars?

A

Commitment, Effort, Reliability, Value

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7
Q

When did Comcast launch NPS?

A

8/15/2015

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8
Q

What are the five customer experience pillars?

A
  1. Customer Viewpoint
  2. Automated Support
  3. Relibility
  4. Employee Empowerment
  5. Simplification
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9
Q

NPS is owned by what company?

A

Bain and Company

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10
Q

What are the 3 ways NPS is measured?

A
  1. Competitive Benchmark
  2. Customer Relationship
  3. Experience
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11
Q

What is the Xfinity Customer Commitment?

A
  1. Respect your time
  2. Simplify the experience
  3. Make things right if we fall short
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12
Q

What is eNPS?

A

Employee Net Promoter Score (how employees feel about their overall experience with Comcast as a place to work)

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13
Q

What is tNPS?

A

Transactional Net Promoter Score (how customers feel after making a payment)

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14
Q

What is rNPS?

A

Relationship Net Promoter Score (how customers feel about their overall experience w/ Comcast as a brand)

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15
Q

What is the score range for Promoters?

A

9 and 10

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16
Q

What is the score range for Passives?

A

7 and 8

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17
Q

PACE

A

Providing Awesome Customer Experience

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18
Q

What is the NPS System (3 words)?

A

Listen, Learn, Act

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19
Q

What type of customer are most likely to leave Comcast?

A

Passives

20
Q

What is the scoring range for detractors?

A

0-6

21
Q

What is the tool used to capture all of our NPS data?

A

Medallia

22
Q

What is an elevation?

A

An issue cannnot be resolved locally

23
Q

What is the ultimate question for the tNPS?

A

On a scale from 0-10, how likely are to recommend Xfinity from Comcast as a service provider?

24
Q

What is the eNPS motivation question?

A

I feel inspired, motivated and valued as a Comcast employee

25
Q

What is the workplace eNPS question?

A

How likely are you to recommend Comcast a place to work to your friends and family?

26
Q

What is the product eNPS question?

A

How likely are you to recommend Comcast’s products and services to friends and family?

27
Q

How is NPS calculated?

A

Percentage of Promoters minus the percentage of Detractors=Net Promoter Score

28
Q

Acronym- NPS

A

Net Promoter Score and System

29
Q

Acronym XCC

A

XFINITY Customer Commitment.

30
Q

What does NPS measure?

A

A customer’s loyalty to Comcast

31
Q

What does “Act” stand for?

A

We will act to give our customer’s great customer service

32
Q

What are 3 characteristics of passives?

A

Indifferent, most likely to leave Comcast, leave with low energy

33
Q

What are 3 characteristics of detractors?

A

Frequent complaints, bad mouth Comcast, dissatisfied

34
Q

What are 3 characteristics of promoters?

A

Loyal, repeat purchases, referrals for Comcast

35
Q

What is the elevation pathway?

A

Local>Division>Enterprise or Corporate

36
Q

What does “Listen” stand for?

A

We will listen to our customers and each other

37
Q

What does “Learn” stand for?

A

We will learn from employees and customer feedback

38
Q
  1. Never being satisfied w/ Good enough
  2. Investing in Training, Tools and 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 and Transparent
  7. Service on Demand
  8. Rethinking Polices and Fees
  9. Reimagining the Retail Experience
  10. Keeping Score
A

Customer Experience Action Plan

39
Q

What is the main stand-out performer contributing to the success of NPS?

A

X1

40
Q

Name the pilot sites for NPS

A

Atlanta, Portland, St. Paul

41
Q

What is the primary reason considered to develop the NPS system?

A

To inspire action up and down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.

42
Q

How does NPS create impressive results?

A

Inspires continuous improvement and real time action, rather than just analysis.

43
Q

What element will maximize NPS?

A

Closing the loop w/ customers

44
Q

Through NPS, what action did the St. Paul COE change and what were the results?

A

Removed FSIK fees which resulted in call volume decrease of 22,000 calls per month

45
Q

Before launching the NPS changes, what score did Comcast start with?

A

-12.1

2018 MM (59 decks)

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