We give you 4 concrete tips you can apply immediately. 1. Make it relevant 2. Get the right feedback to the right people 3. Give them tools 4. Gamify your approach to improve motivation The true goal of a Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved. Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody. Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

1. THE NET PROMOTER SCORE
4 TIPS TO GET EVERYBODY INVOLVED

2. 1. MAKE IT RELEVANT
FOR DAILY ACTIVITIES

3. 1. Make it relevant
Get the message across to your people
 NPS in laymen terms
 Their specific role in NPS program
Does everybody need to involved?
 Yes.
 Your people represent your company

4. 1. Your people represent your company
Social media is just a click away.
“I’m a customer. I don’t care whether I’m paying for the service or
not; however unreasonable that sounds.Just serve me well. If I
AM paying for your service, then I expect to be treated like a God.
I’m your customer and I’m the reason your company exists!”
- Millennial

5. 2. GET RIGHT FEEDBACK
TO RIGHT PEOPLE
WHAT CAN THEY DO ABOUT IT?

6. 2. Get right feedback to right
people
Right feedback
 Identify issues dragging your NPS down
 Track NPS to determine impact
 Relevant in day-to-day job
Right people
 Follow-up teams per organizational unit
 Information feed per unit

7. 2. Get right feedback to right
people
Amplify what you are doing right and
minify what you are doing wrong.

8. 3. GIVE THEM TOOLS
TO TRACK NPS AND ADJUST STRATEGY

9. 3. Give them tools
Ticketing system
 Structure feedback into categories by follow-up team
 Define a department for each category
 Channel structured feedback to each department
 One responsible person in each department
 Create action plans
 Set deadlines
 Report to management
Visualize your NPS score in dashboards

10. 3. Give them tools
Account
managers
NPS
Survey
Follow-up
team
Dept. X
Issue
tickets
Action
plan
Dept.Y
Issue
tickets
Action
plan
Dept. Z
Issue
tickets
Action
plan
Management
Improve
NPS

11. 4. GAMIFY
YOUR APPROACH

12. 4. Gamify your approach
Gamify your NPS program to increase motivation
Filter results per department or per team
Set up an honor award system
Departments weekly aim for a goal and the winner gets a reward

13. 4. Gamify your approach
Set up touchpoint NPS surveys
 Per department (if relevant)
 Scoreboards with individual NPS
“Would you recommend John to friends or colleagues as
the customer service representative to handle their
requests?”

14. 4. Gamify your approach

15. Conclusion
1. Make it relevant
2. Get the right feedback to the right people
3. Give them tools to track issues and improve
4. Gamify your approach to improve motivation

16. CheckMarket can help
We have a vast experience in NPS research
Our experts can help you set up your NPS program
We have a tool to measure NPS continuously
We can organize and automate the follow-up
We offer NPS dashboards with real-time results

17. QUESTIONS & ANSWERS
SHAPE YOUR OWN NPS PROGRAM

18. More info
Read the full story
Try a sample survey
Look at sample NPS survey results
(password: NPScore)
Create your own free NPS survey
Advanced: “the 4 stages of NPS”
Exploit the full potential of NPS in an automated feedback program

19. About CheckMarket
CheckMarket is a company specialized
in enterprise survey solutions
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