MS Govern - What IS NPS?
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A division of Govern Your Data A division of Govern Your Data Why is NPS Important to MS Govern ® ? By: Donna Parker, Account Manager [email protected]
description
Account Manager Donna Parker gives MS Govern customers an introduction to our customer satisfaction initiative.
Transcript of MS Govern - What IS NPS?
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Why is NPS Important to MS Govern®?
By: Donna Parker, Account [email protected]
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NPS is important to MS Govern because our customers are important to us!
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NPSNet Promoter Score
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NPSWhat is Net Promoter?
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel growth in your business
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NPSDeveloped by Satmetrix, Bain & Company,
and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question
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NPS
Used by leading companies worldwide as the standard for measuring and improving customer loyalty
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NPSThe Net Promoter Score is a straightforward metric that holds companies and employees accountable for how they treat customers.
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Detractors
Detractors (score 0-6) are unhappy customers whose criticism and attitudes diminish a company’s reputation, discourage new customers and de-motivate employees.
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Passives
Passives (score 7-8) are satisfied but unenthusiastic. Customers who are motivated more by apathy than by loyalty or enthusiasm.
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Promoters
Promoters (score 9-10) are loyal enthusiasts who will refer others, fueling growth.
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The Score
Graphic courtesy of www.netpromoter.com
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Why NPS?It was time to get serious
We needed a customer service metric
Customer loyalty is important
Keep it simple: One question, One Number We didn’t have good customer satisfaction
measures in place
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Why NPS?
NPS is an initiative driven across all Harris Computer Systems family of companies.
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1 8,000+ Customers
HarrisSnap Shot
2 1,000+ Employees
Staying Power / Financial Stability Dedication to customers
3 4 Vertical Markets 4 30+ Yrs in Business
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NPS is an actionable measurement of our customer satisfaction and loyalty,
measured by a single, simple question:
“How likely are you to refer MS Govern to a friend or colleague”?
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SuccessLeadership Commitment
Net Promoter programs are not traditional customer satisfaction programs, and simply measuring your NPS does not lead to success. There must be commitment.
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SuccessHaving the right business processes and
systems so we can act on customer feedback and achieve results.
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Success Create and follow an associated discipline to
actually drive improvements in customer loyalty and enable growth. Hold Direct Conversations with Customers (National User
Conference) Let Customers Guide Innovation (Executive Steering
Committee) Help Customers Help One Another (Regional User
Groups) Create an Inner Circle (Account Management)
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Strong customer loyalty ultimately contributes to stronger sales back to our customer base, lower customer attrition and stronger customer references; all key contributors to our future success.
What’s the Point?
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NPS is to customer relationships what a company’s net profit is to financial performance.
It’s the one number that really matters
NPS
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www.msgovern.com/esupport/www.msgovern.com/nps
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What We’ve Done With Your NPS Feedback
Lately One Dedicated Full-time MS Govern Account Manager, Donna Parker The "Sunset Rule" Effective March 1, 2010, all customers will now
receive a live call back to your logged support tracks before the end of the business day. Increasing our response times to you is our number one priority for 2010. For details, contact David Cole
Regional User Groups We are recruiting host cities for Regional User Groups across the country. The groups enable MS Govern software users and government managers to share tips, best practices and collaborate on initiatives. To volunteer as a host or to join a regional group, email [email protected]
MS Govern .Net Technology re-write All MS Govern software applications are undergoing a technology platform change. The re-write initiative is structured in 3 main phases. To learn more about the re-write and timing of our .Net versions, contact [email protected]
