29 May Happy Employees = Happy Customers
Ever been asked to rate your customer service experience on a scale of 0 to 10? There are numerous methodologies that rate the level of customer satisfaction with the service rendered.
Have You Ever Wondered What The Numbers Really Mean?
The Net Promoter Score is one such methodology which was recently adopted by Telstra in its efforts to measure and improve customer satisfaction. Net Promoter Score was developed by Fred Reichheld of Bain & Company and first introduced in a Harvard Business Review article in 2003.
What is NPS?
Quite simply, it is a customer loyalty metric and a customer satisfaction score rated on a scale of 0 to 10. However, what differentiates NPS from the rest of other customer satisfaction measures is the scale it uses.
Customers surveyed are asked to base their answer to a single question, also commonly known as the Ultimate Question, which is usually phased like: On a scale of zero (least likely) to ten (most likely), how likely would you recommend us to a friend or colleague? Usually a follow up question asking for the reason which is usually phased such as: What was the main reason for your score?
It’s All About 9 Or Above
Customers surveyed are categorized into 3 groups:
[list style=”list1″ color=”green”]
- 9-10: Promoters
- 7-8: Passives
- 0- 6: Detractors
Effectively, the Promoters are where customers believe their lives have been enriched with their dealings and Detractors are customers who believe their lives have been diminished by their experiences.
NPS score is the percentage of promoters subtracting the percentage of detractors. Passives are ignored.
Phonenomena, NPS And You
In order to deliver excellence in service to all our customers, NPS will be the metric used to assess how we rate in servicing our customers. As part of the customer survey conducted via Telstra, you will be asked a couple of questions about your customer experience. One of those questions will be in relation to your experience with Phonenomena and with the work we have done for you whether it is for service requests or provisioning requests.
Benefits For You
We see some benefits to the Net Promoter Score which we have outlined below:
- Quicker Feedback: The survey results will be shared with us on a regular basis from Telstra. We do hope that this level of transparency will allow for quicker feedback and also allow us to know where we stand with our customers.
- Service Improvement: The main aim to receiving feedback is getting to do something about it. Regardless of whether the feedback is positive or negative, we can always do something about the feedback and improve our engagement with our customers and their experience. Our aim has always been to make our customers’ lives easier.
- More awareness: Delivering quality service requires a conscious effort for any organization and Phonenomena is no different. Constant feedback and a focused approach to service excellence allows for us to be more aware of what we do and how our customers feel about us. How they respond matters to us and we care about what they have to say.
We firmly believe that any organization in the world that is committed to delivering service excellence must start looking inward. This service excellence must start within the organization and with staff and employees. NPS is an important metric and initiative. However, we also see NPS as a part of a much larger picture.One that encompasses happy employees= happy organization = happy service = happy customers.
We hope to be of great service to our customers. Feedback is welcomed and we endeavour to do justice to our aspirations; that we truly do care about our customers and the service we deliver.