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