NPScontinued

Question 1

New way to gauge customer Satisfaction.

Answer 1

NPS

Question 2

NPS

Answer 2

Net Promoter Score.

Question 3

PACE

Answer 3

Providing Awesome Customer Experience

Question 4

XCC

Answer 4

XFINITY Customer Commitment.

Question 5

What is NPS?

Answer 5

Net Promoter System (and Score)

Question 6

What does NPS measure?

Answer 6

A customer’s loyalty to Comcast

Question 7

How is NPS calculated?

Answer 7

Percentage of Promoters - Percentage of Detractors = Net Promoter Score

Question 8

What is our 2017 NPS Goal?

Answer 8

0

Question 9

What is the product eNPS question?

Answer 9

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

Question 10

What is the workplace eNPS question?

Answer 10

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

Question 11

What is the motivation eNPS question?

Answer 11

I feel inspired, motivated and valued as a Comcast employee

Question 12

Listen, Learn, Act what do we mean by Act?

Answer 12

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

Question 13

What are 3 characteristics of passives?

Answer 13

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

Question 14

What are 3 characteristics of detractors?

Answer 14

Frequent complaints, bad mouth Comcast, dissatisfied

Question 15

What are 3 characteristics of promoters?

Answer 15

Loyal, repeat purchases, referrals for Comcast

Question 16

What is the ultimate question for the tNPS?

Answer 16

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

Question 17

What is an elevation?

Answer 17

An issue that cannot be resolved locally

Question 18

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

Answer 18

Medallia

Question 19

What is the score range for detractors?

Answer 19

0-6

Question 20

What is the elevation pathway?

Answer 20

Local>Division>Enterprise or Corporate

Question 21

Who is most likely to leave Comcast?

Answer 21

Passives

Question 22

Listen, Learn, Act what do we mean by Listen?

Answer 22

We will listen to our customers and each other

Question 23

What is the NPS System?

Answer 23

Listen, Learn, Act

Question 24

What are the 3 types of customers?

Answer 24

Promoters, Passives and Detractors

Question 25

What is the score range for Passives?

Answer 25

7 & 8

Question 26

What is the score range for Promoters?

Answer 26

9 & 10

Question 27

What is Learn in the NPS system?

Answer 27

We will learn from employees and customer feedback

Question 28

What is rNPS?

Answer 28

Relationship Net Promoter Score- on going survey; how customers feel about their overall experience w/ Comcast as a brand

Question 29

What is tNPS?

Answer 29

Transactional Net Promoter Score- one time survey; how the customer feels after making a payment

Question 30

What is eNPS?

Answer 30

Employee Net Promoter Score

Question 31

What is the Customer Experience Action Plan?

Answer 31

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

Question 32

What is the Xfinity Customer Commitment?

Answer 32

1. Respect your time2. Simplify your experience3. Make things right if we fall short

Question 33

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

Answer 33

X1

Question 34

What are the 3 ways NPS is measured?

Answer 34

Competitive Benchmark Customer Relationship Experience

Question 35

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

Answer 35

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

Question 36

How does NPS create impressive results?

Answer 36

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

Question 37

What are the pillars for NPS?

Answer 37

C- Customer viewpointA- Automated supportR- ReliabilityE- Employee empowermentS- Simplification

Question 38

When did Comcast launch NPS?

Answer 38

August 2015

Question 39

NPS is owned by what company?

Answer 39

Bain & Company

Question 40

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

Answer 40

-16 company wide

Question 41

What is our NPS goal for 2018

Answer 41

7.5