Flashcards in NPScontinued Deck (41)
New way to gauge customer Satisfaction.
Net Promoter Score.
Providing Awesome Customer Experience
XFINITY Customer Commitment.
What is NPS?
Net Promoter System (and Score)
What does NPS measure?
A customer's loyalty to Comcast
How is NPS calculated?
Percentage of Promoters - Percentage of Detractors = Net Promoter Score
What is our 2017 NPS Goal?
What is the product eNPS question?
How likely are you to recommend Comcast's products and services to friends and family?
What is the workplace eNPS question?
How likely are you to recommend Comcast as a place to work to your friends and family?
What is the motivation eNPS question?
I feel inspired, motivated and valued as a Comcast employee
Listen, Learn, Act what do we mean by Act?
We will act to give our customer's great customer service
What are 3 characteristics of passives?
Indifferent, most likely to leave Comcast, leave with low energy
What are 3 characteristics of detractors?
Frequent complaints, bad mouth Comcast, dissatisfied
What are 3 characteristics of promoters?
Loyal, repeat purchases, referrals for Comcast
What is the ultimate question for the tNPS?
On a scale from 0-10, how likely are you to recommend XFINITY from Comcast as a service provider?
What is an elevation?
An issue that cannot be resolved locally
What is the tool used to capture all of our NPS data?
What is the score range for detractors?
What is the elevation pathway?
Local>Division>Enterprise or Corporate
Who is most likely to leave Comcast?
Listen, Learn, Act what do we mean by Listen?
We will listen to our customers and each other
What is the NPS System?
Listen, Learn, Act
What are the 3 types of customers?
Promoters, Passives and Detractors
What is the score range for Passives?
7 & 8
What is the score range for Promoters?
9 & 10
What is Learn in the NPS system?
We will learn from employees and customer feedback
What is rNPS?
Relationship Net Promoter Score- on going survey; how customers feel about their overall experience w/ Comcast as a brand
What is tNPS?
Transactional Net Promoter Score- one time survey; how the customer feels after making a payment
What is eNPS?
Employee Net Promoter Score
What is the Customer Experience Action Plan?
1. Never being satisfied w/ Good enough2. Investing in Training, Tools & Technology3. Hiring more people....Thousands of People4. Being on Time, Every Time5. Get it Right the First Time6. Keeping Bills Simple & Transparent7. Service on Demand8. Rethinking Polices & Fees9. Reimagining the Retail Experience10. Keeping Score
What is the Xfinity Customer Commitment?
1. Respect your time2. Simplify your experience3. Make things right if we fall short
What is the main stand-out performer contributing to the success of NPS?
What are the 3 ways NPS is measured?
What is the primary reason considered to develop the NPS system?
To inspire action up & down the organization- especially frontline. Provides useful, live-time feedback as basis for making improvements.
How does NPS create impressive results?
Inspires continuous improvement and real time action, rather than just analysis.
What are the pillars for NPS?
C- Customer viewpointA- Automated supportR- ReliabilityE- Employee empowermentS- Simplification
When did Comcast launch NPS?
NPS is owned by what company?
Bain & Company
Before launching the NPS changes, what score did Comcast start with?
-16 company wide