Net Promoter Score - Revision history

Philip Lacey at 18:20, 19 July 2015

2015-07-19T18:20:51Z

Philip Lacey at 22:46, 9 November 2014

2014-11-09T22:46:49Z

Philip Lacey at 02:04, 22 March 2014

2014-03-22T02:04:09Z

Philip Lacey at 15:48, 23 March 2012

2012-03-23T15:48:10Z

Philip Lacey at 15:42, 23 March 2012

2012-03-23T15:42:12Z

Philip Lacey at 15:42, 23 March 2012

2012-03-23T15:42:03Z

Philip Lacey at 15:40, 23 March 2012

2012-03-23T15:40:07Z

Philip Lacey: Created page with "Net Promoter Score is a way of grading how much your customers think of you. There is a lot of documentation on the Internet as to how this system works, so we won't waste ti..."

2012-03-23T15:37:48Z

Created page with "Net Promoter Score is a way of grading how much your customers think of you. There is a lot of documentation on the Internet as to how this system works, so we won't waste ti..."

New page

Net Promoter Score is a way of grading how much your customers think of you.

There is a lot of documentation on the Internet as to how this system works, so we won't waste time discussing it here. Here a few really good links if you fancy doing some background reading.

BE makes implementing NPS a walk in the park, through a number of different mechanisms.

BE visualises the NPS score using unique and easily identifiable iconography.

== Step 1. Outcome driven response. ==

An outcome in a campaign script, has the ability to send HTML templated emails to customers complete with personalisation. This personalisation can include a unique code to identify the customer and the interaction had with the customer to generate the email. The email can contain a "clickthru" marker, which also allows you to send the customer to a form / page / product on your website. For NPS purposes this email will provide a clickthru to an NPS survey. There is no wrap up for the agent to perform and the email is delivered in real time to the customer, so your agent can even check if the customer has received the email.

== Step 2. The survey. ==

Often "Survey Monkey" or other easy to implement surveys are used. These can sometimes lack the personalisation and professionalism of customised NPS form. BE allows you to host the survey on your website. BE draws the questions and content so for the designers ALL the code is done for them. The submission part will feed the results directly back into BE from your webiste. So in just 2 HTML pages, you can have a personalised NPS form, with direct data feedback into BE. The power of this, is that when the customer finishes the survey, the data is instantly available to BE and can be actioned immediatley. So for detractors and on the fence customers, an organisation can perform immediate corrective action.

== Step 3. Reporting and Analysis. ==

BE uses an organogram to group users into teams, departments, areas,etc. As the NPS scores are linked to individual agents BE can present NPS scores by individual, by team, or by all. Grouping options in BE reporting allow ANY form of custom group to be created and the NPS score for those records that fit in the group can be calculated. So... if you capture the data.... NPS score by customer area, by products used, by time of the day they were dealt with.... ANY form of data can be used as a group.

== Step 4. Ongoing live feedback. ==

When a customer rings in, their last NPS score can be visualised to the agent so they know exactly what kind of customer they are dealing with and can seek to improve the NPS score of the customer.

@@ Line 10: / Line 10: @@
-BE makes implementing a net promotion scoring system or a customer effort score, a walk in the park, through a number of different mechanisms.
+bxp makes implementing a net promotion scoring system or a customer effort score, a walk in the park, through a number of different mechanisms.
-BE visualises a score using unique and easily identifiable iconography.
+bxp visualises a score using unique and easily identifiable iconography.
 [[File:NPSCollectionSmall.jpg]]
@@ Line 19: / Line 19: @@
 == Step 1.  Outcome driven response. ==
-An outcome in a campaign script, has the ability to send HTML templated emails to customers complete with personalisation.  This personalisation can include a unique code to identify the customer and the interaction had with the customer to generate the email.  The email can contain a "clickthru" marker, which also allows you to send the customer to a form / page / product on your website.  For scoring purposes this email will provide a clickthru to a survey.  There is no wrap up for the agent to perform and the email is delivered in real time to the customer, so your agent can even check if the customer has received the email.
+An outcome in a campaign script, has the ability to send HTML template emails to customers complete with personalisation.  This personalisation can include a unique code to identify the customer and the interaction had with the customer to generate the email.  The email can contain a "clickthru" marker, which also allows you to send the customer to a form / page / product on your website.  For scoring purposes this email will provide a clickthru to a survey.  There is no wrap up for the agent to perform and the email is delivered in real time to the customer, so your agent can even check if the customer has received the email.
@@ Line 25: / Line 25: @@
 == Step 2.  The survey. ==
-Often "Survey Monkey" or other easy to implement surveys are used.  These can sometimes lack the personalisation and professionalism of a customised and branded survey. BE allows you to host the survey on your website.  BE draws the questions and content so for the designers ALL the code is done for them.  The submission part will feed the results directly back into BE from your webiste.  So in just 2 HTML pages, you can have a personalised form, with direct data feedback into BE.  The power of this, is that when the customer finishes the survey, the data is instantly available to BE and can be actioned immediatley.  So for low scoring customers and mid score customers, an organisation can perform immediate corrective action.
+Often "Survey Monkey" or other easy to implement surveys are used.  These can sometimes lack the personalisation and professionalism of a customised and branded survey. bxp allows you to host the survey on your website.  bxp draws the questions and content so for the designers ALL the code is done for them.  The submission part will feed the results directly back into bxp from your website.  So in just 2 HTML pages, you can have a personalised form, with direct data feedback into bxp.  The power of this, is that when the customer finishes the survey, the data is instantly available to bxp and can be actioned immediately.  So for low scoring customers and mid score customers, an organisation can perform immediate corrective action.
@@ Line 31: / Line 31: @@
 == Step 3.  Reporting and Analysis. ==
-BE uses an organogram to group users into teams, departments, areas,etc.  As the scores are linked to individual agents BE can present the scores by individual, by team, or by all.  Grouping options in BE reporting allow ANY form of custom group to be created and the score for those records that fit in the group can be calculated.  So... if you capture the data.... score by customer area, by products used, by time of the day they were dealt with.... ANY form of data can be used as a group.
+bxp uses an organogram to group users into teams, departments, areas,etc.  As the scores are linked to individual agents bxp can present the scores by individual, by team, or by all.  Grouping options in bxp reporting allow ANY form of custom group to be created and the score for those records that fit in the group can be calculated.  So... if you capture the data.... score by customer area, by products used, by time of the day they were dealt with.... ANY form of data can be used as a group.

@@ Line 41: / Line 41: @@
-[[Category:Learning:Contact Centre]]
+[[Category:Topic:Key Concept]]
-[[Category:Learning:Customer Relationship Management]]
+[[Category:Topic:Quality Assurance]]
 [[Category:Module Specific:Form Management]]

← Older revision		Revision as of 02:04, 22 March 2014
Line 39:		Line 39:

	When a customer rings in, their last score can be visualised to the agent so they know exactly what kind of customer they are dealing with and can seek to improve the score of the customer.		When a customer rings in, their last score can be visualised to the agent so they know exactly what kind of customer they are dealing with and can seek to improve the score of the customer.
		+
		+
		+	[[Category:Learning:Contact Centre]]
		+	[[Category:Learning:Customer Relationship Management]]
		+	[[Category:Learning:Quality Assurance]]
		+	[[Category:Module Specific:Form Management]]
		+	[[Category:Topic:Format Types]]

@@ Line 2: / Line 2: @@
 There is a lot of documentation on the Internet as to how this system works, so we won't waste time discussing it here.  Here a few really good links if you fancy doing some background reading.
 http://www.netpromoter.com/np/calculate.jsp
@@ Line 8: / Line 10: @@
-BE makes implementing NPS a walk in the park, through a number of different mechanisms.
+BE makes implementing a net promotion scoring system or a customer effort score, a walk in the park, through a number of different mechanisms.
-BE visualises the NPS score using unique and easily identifiable iconography.
+BE visualises a score using unique and easily identifiable iconography.
 [[File:NPSCollectionSmall.jpg]]
@@ Line 17: / Line 19: @@
 == Step 1.  Outcome driven response. ==
-An outcome in a campaign script, has the ability to send HTML templated emails to customers complete with personalisation.  This personalisation can include a unique code to identify the customer and the interaction had with the customer to generate the email.  The email can contain a "clickthru" marker, which also allows you to send the customer to a form / page / product on your website.  For NPS purposes this email will provide a clickthru to an NPS survey.  There is no wrap up for the agent to perform and the email is delivered in real time to the customer, so your agent can even check if the customer has received the email.
+An outcome in a campaign script, has the ability to send HTML templated emails to customers complete with personalisation.  This personalisation can include a unique code to identify the customer and the interaction had with the customer to generate the email.  The email can contain a "clickthru" marker, which also allows you to send the customer to a form / page / product on your website.  For scoring purposes this email will provide a clickthru to a survey.  There is no wrap up for the agent to perform and the email is delivered in real time to the customer, so your agent can even check if the customer has received the email.
@@ Line 23: / Line 25: @@
 == Step 2.  The survey. ==
-Often "Survey Monkey" or other easy to implement surveys are used.  These can sometimes lack the personalisation and professionalism of customised NPS form. BE allows you to host the survey on your website.  BE draws the questions and content so for the designers ALL the code is done for them.  The submission part will feed the results directly back into BE from your webiste.  So in just 2 HTML pages, you can have a personalised NPS form, with direct data feedback into BE.  The power of this, is that when the customer finishes the survey, the data is instantly available to BE and can be actioned immediatley.  So for detractors and on the fence customers, an organisation can perform immediate corrective action.
+Often "Survey Monkey" or other easy to implement surveys are used.  These can sometimes lack the personalisation and professionalism of a customised and branded survey. BE allows you to host the survey on your website.  BE draws the questions and content so for the designers ALL the code is done for them.  The submission part will feed the results directly back into BE from your webiste.  So in just 2 HTML pages, you can have a personalised form, with direct data feedback into BE.  The power of this, is that when the customer finishes the survey, the data is instantly available to BE and can be actioned immediatley.  So for low scoring customers and mid score customers, an organisation can perform immediate corrective action.
@@ Line 29: / Line 31: @@
 == Step 3.  Reporting and Analysis. ==
-BE uses an organogram to group users into teams, departments, areas,etc.  As the NPS scores are linked to individual agents BE can present NPS scores by individual, by team, or by all.  Grouping options in BE reporting allow ANY form of custom group to be created and the NPS score for those records that fit in the group can be calculated.  So... if you capture the data.... NPS score by customer area, by products used, by time of the day they were dealt with.... ANY form of data can be used as a group.
+BE uses an organogram to group users into teams, departments, areas,etc.  As the scores are linked to individual agents BE can present the scores by individual, by team, or by all.  Grouping options in BE reporting allow ANY form of custom group to be created and the score for those records that fit in the group can be calculated.  So... if you capture the data.... score by customer area, by products used, by time of the day they were dealt with.... ANY form of data can be used as a group.
@@ Line 36: / Line 38: @@
-When a customer rings in, their last NPS score can be visualised to the agent so they know exactly what kind of customer they are dealing with and can seek to improve the NPS score of the customer.
+When a customer rings in, their last score can be visualised to the agent so they know exactly what kind of customer they are dealing with and can seek to improve the score of the customer.

← Older revision		Revision as of 15:42, 23 March 2012
Line 4:		Line 4:

	http://www.netpromoter.com/np/calculate.jsp		http://www.netpromoter.com/np/calculate.jsp
		+
	http://en.wikipedia.org/wiki/Net_Promoter		http://en.wikipedia.org/wiki/Net_Promoter

← Older revision		Revision as of 15:42, 23 March 2012
Line 2:		Line 2:

	There is a lot of documentation on the Internet as to how this system works, so we won't waste time discussing it here. Here a few really good links if you fancy doing some background reading.		There is a lot of documentation on the Internet as to how this system works, so we won't waste time discussing it here. Here a few really good links if you fancy doing some background reading.
		+
		+	http://www.netpromoter.com/np/calculate.jsp
		+	http://en.wikipedia.org/wiki/Net_Promoter

← Older revision		Revision as of 15:40, 23 March 2012
Line 8:		Line 8:
	BE visualises the NPS score using unique and easily identifiable iconography.		BE visualises the NPS score using unique and easily identifiable iconography.

−		+	[[File:NPSCollectionSmall.jpg]]