NPS in Service: 5 Tips to Succeed

NPS© in Service:5 Tips for Success

John Georgesen, Ph.D.Senior Director

Decision Sciences, Convergys Analyticstoday’s speaker.john.georgesen@convergys.com

NPS© in Service:

5 Tips for Success

Everyone knows

the best way to

create loyalty is

with service that

surprises and

delights.

What if everyone is wrong?

“The Effortless Experience” Matt Dixon

how to succeed with

NPS in Service

quantify impact.

know your metrics.

test drive(rs).

right size.

press reset.

1

2

3

4

5

quantify impact.

Transactional NPS is going up, but enterprise NPS is flat.Why don’t they match?

40%of loyalty scoreexplained byS E R V I C Einteraction

quantify impact.

quantify impact.

60%

16%

14%

1

2

3

MOST IMPORTANT WHEN RECOMMENDING

Product innovation 3%

Reputation 3%

Represents lifestyle 2%

Mobile app 1%

Website 1%

Other <1%

less

imp

ort

ant

quality | reliability | performance

there’s more to it than Service

know your metrics.

d i f f e r e n tprogramsmeasured i f f e r e n t

things

ENTERPRISE TRANSACTIONAL* overall * * interaction *

know your metrics.

what you’re measuringC

ompa

ny

‘thinking about your recent experience on March 1st …’

‘based on all of your service experiences to date …’

know your metrics.

how specific you need

ENTERPRISE TRANSACTIONAL* cumulative * * specific *

know your metrics.

who you’re talking to

ENTERPRISE TRANSACTIONAL* everyone * * contactors *

know your metrics.

how you’re surveying

e.g.: online scores often

6-8pt lower than phone

• rating scale

• question terminology

• question location

• survey method

test drive(rs).

validate hypotheses

1 2

ENTERPRISE KPI

-12 pts

Changes to finance terms

hurt enterprise scores

but service ratings

were unaffected

1 2

TRANSACTION KPI

automotive finance company

tNPS tells only part of the story

test drive(rs).

Month 1 Month 2 Month 1 Month 2

acts as leading indicator

When interaction CSAT

improves 1 point,

enterprise CSAT likely

to improve 1-3 points

healthcare insurer

Ente

rpri

se

Transaction

test drive(rs).

TRANSACTION VS ENTERPRISE KPI

poor experiences drive disloyalty

Poor service NPS predicts

customer behavior within

three months after

an interaction

credit card provider

test drive(rs).

CHURN RATE

INCREMENTAL SPEND

right-size.

adjust your lens

Companies that make

customers work HARDER

to answer questions or

resolve problems put

themselves AT RISK

customer effort

right-size.

there’s a direct link

right-size.

CUSTOMER EFFORT AND NPS©

Customer effort links

strongly to loyalty ratings;

higher effort means

lower loyalty

right-size.

effort impacts voluntary churn

Voluntary churn rates

more than triple in

high-effort situations

CUSTOMER EFFORT AND ATTRITION

right-size.

agents help ease disloyalty

Likely to recommend

remains high for well-

performing agents … even

in high-effort situations%

Lik

ely

to R

eco

mm

end

Series1 Series2

CUSTOMER EFFORT AND AGENTS

Hi Agent Sat Low Agent Sat

Low Medium High

update your approach

press reset.

where to begin

press reset.

MAKE SERVICE EASY

EVERYWHERELOOK BEYOND PRODUCTIVITY

E M P O W E REMPLOYEES

RIGHT METRIC,RIGHT TIME

metrics that (really) matter

press reset.

Re-design with

stakeholders and

customers in mind

Aligning programs improves predictability 1:1 sampling | survey design elements

Right metric/right time is a best-practiceagent + effort | gain multi-channel insights | empower employees

Score differences do (and should) existwhat you’re measuring | who you’re surveying | how you’re asking

Transactions influence enterprise perceptionsthere’s more to it | tNPS is leading indicator | poor service drives disloyalty

in summary.

John Georgesen, Ph.D.john.georgesen@convergys.com(513) 784-4708

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