THE NET PROMOTER SCORE

4 TIPS TO GET EVERYBODY INVOLVED

1. MAKE IT RELEVANTFOR DAILY ACTIVITIES

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

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

2. GET RIGHT FEEDBACK TO RIGHT PEOPLEWHAT CAN THEY DO ABOUT IT?

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

2. Get right feedback to right people

Amplify what you are doing right and

minify what you are doing wrong.

3. GIVE THEM TOOLS TO TRACK NPS AND ADJUST STRATEGY

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

3. Give them tools

Account managers

NPS Survey

Follow-upteam

Dept. X

Issue tickets

Action plan

Dept. Y

Issue tickets

Action plan

Dept. Z

Issue tickets

Action plan

Management

Improve

NPS

4. GAMIFYYOUR APPROACH

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

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?”

4. Gamify your approach

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

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

QUESTIONS & ANSWERSSHAPE YOUR OWN NPS PROGRAM

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

About CheckMarket

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