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2016 Master > NPScontinued > Flashcards

Flashcards in NPScontinued Deck (41)
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1

New way to gauge customer Satisfaction.

NPS

2

NPS

Net Promoter Score.

3

PACE

Providing Awesome Customer Experience

4

XCC

XFINITY Customer Commitment.

5

What is NPS?

Net Promoter System (and Score)

6

What does NPS measure?

A customer's loyalty to Comcast

7

How is NPS calculated?

Percentage of Promoters - Percentage of Detractors = Net Promoter Score

8

What is our 2017 NPS Goal?

0

9

What is the product eNPS question?

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

10

What is the workplace eNPS question?

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

11

What is the motivation eNPS question?

I feel inspired, motivated and valued as a Comcast employee

12

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

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

13

What are 3 characteristics of passives?

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

14

What are 3 characteristics of detractors?

Frequent complaints, bad mouth Comcast, dissatisfied

15

What are 3 characteristics of promoters?

Loyal, repeat purchases, referrals for Comcast

16

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?

17

What is an elevation?

An issue that cannot be resolved locally

18

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

Medallia

19

What is the score range for detractors?

0-6

20

What is the elevation pathway?

Local>Division>Enterprise or Corporate

21

Who is most likely to leave Comcast?

Passives

22

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

We will listen to our customers and each other

23

What is the NPS System?

Listen, Learn, Act

24

What are the 3 types of customers?

Promoters, Passives and Detractors

25

What is the score range for Passives?

7 & 8

26

What is the score range for Promoters?

9 & 10

27

What is Learn in the NPS system?

We will learn from employees and customer feedback

28

What is rNPS?

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

29

What is tNPS?

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

30

What is eNPS?

Employee Net Promoter Score

Decks in 2016 Master Class (109):