Net Promoter Score

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.

1 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.

2 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.

3 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.

4 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.