7. What is NPS?
NPS (Net Promoter Score, also referred to as Net Promoter
System), is based on the fundamental perspective that every company’s
customers can be divided into three categories: Promoters, Passives, and
Detractors.
By asking one simple question — How likely is it that you would recommend us
to a friend or colleague? — you can track these groups and get a clear measure
of your company’s performance through your customers’ eyes.
When implemented correctly, NPS can provide timely and actionable information
– not only to recover a Detractor, but also to identify and address the root cause
– ultimately improving the overall customer experience.
8.
9. How does it work?
The Net Promoter Score is simply the percentage of Promoters minus the
percentage of Detractors. The thought is – all of the good your Promotors are
out there doing in the world – your Detractors are undoing.
NPS is a metric that’s easy to understand and measure – not only for our
business as a whole, but also for individual locations, departments and front-line
teams. Ultimately, it will help us to focus everyone’s energy on creating more
promoters and fewer detractors.
15. What’s the advantage?
A Net Promoter System is a way of doing business. It requires every level
of the organization be consistently focused on the quality of customer and
employee relationships. Implementing a Net Promoter system requires a strategic
commitment by company leadership, because it defines cultural values and core
economics that affect every part of the business.
16.
17. How?
A Net Promoter System requires that your organization and its
senior management commit to:
• Sorting customers into promoters, passives and detractors.
• Creating short-cycle closed-loop feedback, learning, recovery
and action processes.
• Making it a top priority to earn the enthusiastic loyalty of
customers.
21. Who else uses NPS?
24 Hour Fitness FranklinCovey Rackspace
Advance Auto Parts GE Healthcare RSC Equipment Rental
Aggreko General Electric Company Safelite
Allianz Gilbane Building Company Schneider Electric
American Express Grocery Outlet Sodexo
Archstone Honeywell Aerospace Stora Enso
Ascension Health Humana SunTrust
Asurion ING Group Swiss Reinsurance Company
Atlas Copco Intuit Symantec Corporation
Avid Technology JetBlue Airways TD Bank
BBVA Bancomer Joie deVivre Hospitality TD Canada Trust
Belron LEGO Teach For America
Cancer Treatment Centers of America LexisNexis Tech Data
Charles Schwab Lloyds Banking Group Teleperformance
Chick-fil-A Logitech Thermo Fisher Scientific
Cintas Macy’s T-Mobile
23. What do they say about it?
“It has made us a better
company”
“The Net Promoter System helped us boost our longstanding commitment to
customer focus to an even higher level. It has made us a better company."
Michael Diekmann, CEO
24. “We use it as a beacon for
nav igating throu gh turbulent
times”
25. What else?
“We use it as a beacon for
nav igating throu gh turbulent
times”
"Net Promoter has helped us create an intense focus on doing what's right for
our clients and for our people. We use it as a beacon for navigating through
turbulent times."
Bill McNabb, Chairman and CEO
27. They won’t stop talking about it!!
n’t leave home without
“I would
it”
“Business leaders who ask The Ultimate Question know that few things drive
growth more than a customer who recommends their products to friends
and family."
Ken Chenault, Chairman and CEO
28.
29. Rackspace CEO Lanham Napier says "NPS is an easy, unifying, one
number... that lets me know where we stand with the customer.
It is the first thing I look at every day."
39. What happens to CSI?
Why would we change? A simple, easy to understand metric we can all
get behind. NPS gives us this feedback in a real-time format allowing us to
gauge the customer response and act quickly.
40.
41. How will it effect compensation?
We have in the past tied the CSI score to compensation
in selected areas. Due to the fact that we do not have a
base line to do this, compensation plans will no longer
be tied to CSI or NPS.
“We’re all in this together”
42.
43. When?
Sales: Soon!
Campground:
Now
Service: October 1, 2012
JUDY: Ask if anyone know the recommend for Sales for August?\n
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The Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors.  The thought is – all of the good your Promotors are out there doing in the world – your Detractors are undoing.\nNPS is a metric that’s easy to understand and measure – not only for our business as a whole, but also for individual locations, departments and front-line teams. Ultimately, it will help us to focus everyone’s energy on creating more promoters and fewer detractors. \n
The Net Promoter Score is simply the percentage of Promoters minus the percentage of Detractors.  The thought is – all of the good your Promotors are out there doing in the world – your Detractors are undoing.\nNPS is a metric that’s easy to understand and measure – not only for our business as a whole, but also for individual locations, departments and front-line teams. Ultimately, it will help us to focus everyone’s energy on creating more promoters and fewer detractors. \n
At the heart of NPS is a survey – which is usually sent immediately after a transaction (typically via email) and is focused on the ultimate question – “How likely are you to recommend Lazydays to your friends and family?” \n\nWe score the ultimate question on a simple 0-10 scale.  \n\nAnd as Judy mentioned, the responses are clustered into three groups: \n\n9 & 10 are your promotors – 7 & 8 are passives – 6 and below are your detractors\n
At the heart of NPS is a survey – which is usually sent immediately after a transaction (typically via email) and is focused on the ultimate question – “How likely are you to recommend Lazydays to your friends and family?” \n\nWe score the ultimate question on a simple 0-10 scale.  \n\nAnd as Judy mentioned, the responses are clustered into three groups: \n\n9 & 10 are your promotors – 7 & 8 are passives – 6 and below are your detractors\n
So let’s take a closer look at the 3 different groups. \n\nPromoters (9, 10) are loyal, enthusiastic fans. They sing your company’s praises to their friends and family. They are far more likely to remain customers and to increase their purchases over time. This group accounts for more than 80% of referrals in most businesses.\n\nPassives (7, 8) we call this group “passively satisfied” because they are satisfied – for now. Their repeat and referral rates are as much as 50% lower than those of Promoters. Most telling, if a competitor’s ad catches their eye, they may defect.\n\nDetractors (6, 0) are unhappy customers. They account for more than 80% of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.\n
So let’s take a closer look at the 3 different groups. \n\nPromoters (9, 10) are loyal, enthusiastic fans. They sing your company’s praises to their friends and family. They are far more likely to remain customers and to increase their purchases over time. This group accounts for more than 80% of referrals in most businesses.\n\nPassives (7, 8) we call this group “passively satisfied” because they are satisfied – for now. Their repeat and referral rates are as much as 50% lower than those of Promoters. Most telling, if a competitor’s ad catches their eye, they may defect.\n\nDetractors (6, 0) are unhappy customers. They account for more than 80% of negative word-of-mouth. They have high rates of churn and defection. Some may appear profitable from an accounting standpoint, but their criticisms and bad attitudes diminish a company’s reputation, discourage new customers and demotivate employees.\n
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\nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
\nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
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\nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
\nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
\nLINDA: Because all these great companies use it - it gives us a benchmark to gauge ourselves\n\n
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So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
So what does it look like at Lazydays? Here are our NPS surveys for customers who stay at our campgrounds (Tampa and Tucson)\n\nBecause this is sent via email, it allows us to react quickly. In most cases, they will receive the survey before they leave our property.\n\nTraditional surveys end up being months removed from the actual transaction or experience. NPS allows us to understand the CX and manage, in real time while we can still make a difference.\n
Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
Here is the NPS survey and landing page for Service customers at Tucson – we will have for both locations.\n\nNow on this example, I want to take a minute to point something out – it doesn’t look like much, but It’s a key part of this system, the comment box – this is where we really learn a lot about what our customers are telling us. Not only do we get a score, \n
