Nps training
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Transcript of Nps training
Customer Experience Quality
How to plan
How to organize in my lc?
CUSTOMER CENTRIC
2015
NET PROMOTER SCORE
1. LOYALTY
2. QUALITY
how likely do you
recommend
to a colleague or to a friend?
We must INCREASE PROMOTERS and DCREASE DETRACTORS .
OUR STANDARD
S?
ALL AFTER 0 IS
POSTIVE
BELOW 0 IS
NEGATIVE
50% UP IS OUTSTAND
ING
MoS
KPI
KPIKPI
NPS
Cased open/Close Open
Response Rate % of Promoters
NPS
Cased open/Close Open
Response Rate % of Promoters
Our ability to respond rapidly and effectively to customers in need
How engaged are our costumers with
AIESEC?
How engaged are our costumers with
AIESEC?
HOW TO
PLAN?
1. Evaluate current Response rate2. Evaluate current NPS score3. Set response rate you want to reach?4. Count what would be current NPS
with this response rate5. Set NPS evolution %
YOU don’t need to set an NPS goal like target.
We will be evaluating NPS evolution and improvement of response rate
#ANSWERS
WHAT NOW?
1) LCPS ARE FINAL RESPONSIBLE
2) CREATE LC AWARENESS
3) ORGANIZE LOCAL TASK FORCE
4) CREATE TIMELINE EXEUCTION
5) DO IT
LAST IDEIAS!