NPS

What is NPS?

The Net Promoter Score is a system to

ensure the quality in the delivery of our

programs to our customers by using a

feedback system.

Customer Gauge

Survey

1-6 : Promoter

7-8: Passive

9-10: Detractor

Cases

Troubleshooting

Tracker

PROMOTERS

• Good job! =)

• Get a case study.(Preferably VIDEO)

• Update the spreadsheet.

• If the case is open – Close it.

Promoters with a bad comment /detractors/passives

Case 1:You have screwed up with themTo do:• Accept it.• Mail them an apology letter• Take feedback on how we can improve.(System help)• Make a report.• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.

Case 2:You have not done anything wrong - To do:• Option 1:• If they are happy - get a case study!• Update the spreadsheet• If the case is open – Close it.• Still matched/in the city? – Give NPS training.

• Option 2:• If they are just being ridiculous • Get the supporting documents and make a report.• Update the spreadsheet• If the case is open – Close it.

The way forward

Processes (Trainee Buddy System)

IM

Pre Realization

• Standardized Expectation Setting Documents• Cultural Preparation/Webinars/EP newsletter • Minimum Quality Promise• Education about NPS• Quality Jobrole• Discover India & Tracking tools• Trainee Buddy Assignment and Introductory mail• Details about accommodation• TMP TLP on Exchange for iGCDP

Realization

• Pick up

• Homestay/Drop at the flat

Post Realization

• SIM card

• Drop to work on the first day

• Induction and constant engagement

OGX

• EPIC

• Expectation setting and Cultural Preparation

• Constant touch

• Re integration

Quality team

• Implementing Trainee Buddy System • Training TN Managers/Buddies • Expectation Setting(Pre&Post Realization)• Centralized Realization tracking of all departments• Conceptualizing on forums for LC-trainee interaction• Maintaining Facebook trainee group • NPS tracking and report making• Helpline management• Learning Cycles/Networks• Trainee Information Management (Trainee and Buddy

Case Studies,Feedback,Video's etc)