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What NPS Means at HOSTING#HostingUC15
Agenda
This document is confidential and proprietary.
• Hosting Mission Statement
• The Why Of Hosting Support
• How Does It Come To Me?
• What Does It Mean?
• Comments Matter
• What Level Looks At This?
• Q/A
Hosting Mission Statement
This document is confidential and proprietary.
Best Customer Experience
Mission Critical Applications
Running
Cloud
In the
Industry’s Best Team.
Supported by the
Mid-sized Enterprises
To
Provide the
The Why of HOSTING Support
This document is confidential and proprietary.
Figure 5.3 from Effortless Experience
Two of the core tenants of our mission here at Hosting are “The Best Customer Experience” and “The Industry’s Best Team”
These ideals are the WHY behind what drive us daily to make sure you have the best experience and are guided by the best team in the industry.
In order to help us maintain those high standards we utilize your feedback via our survey system to constantly re-evaluate our programs, services and processes.
How Does it Come to Me?
This document is confidential and proprietary.
• Step 1 after you receive the survey email from the Hosting survey system, simply click the link.
• We care about security so you don’t have to worry about embedded links or tracking info, just the information you require.
What Does it Mean?
This document is confidential and proprietary.
The included rating system (0-10) is based on a program called Net Promoter Score
The basis is, customers can be categorized in 3 groups, detractors/passives/promoters. Scores break down like this: 0-6 – Detractor (are unhappy customers)7 & 8 – Neutral or Passives (are unenthusiastic customers)9 & 10 – Promoter (are loyal enthusiasts)
Step 2, your browser will open a page that looks similar to the below image:
Comments Matter?
This document is confidential and proprietary.
Just like the NPS score is of great importance to Hosting as an organization, the comments that you provide are the greatest tool that our local leadership teams have to receive feedback on our performance.
This near “real time” feedback from you when new processes, programs or systems are not performing as originally designed or expected is one of the greatest tools to drive immediate change on our teams.
What Level Looks at This?
This document is confidential and proprietary.
8
Ticket Percentages
Business & EnterpriseSenior Manager, Support ServicesSteven SpenceEmail: [email protected]: 302-444-6508Newark, DE
General Business Support Manager: (customers < $2,000 MRR)Lena SeelyEmail: [email protected]: 302-444-6292 Newark, DE
Senior Manager of Client ServicesDaniel WaymireEmail: [email protected]: 720-389-3922 Denver, CO
VP of Customer OperationsJeremy PeaseEmail: [email protected]: 302-444-6503
Business Growth Support Manager: (customers > $2,000 < $8,000 MRR) Chase CopleyEmail: [email protected]: 302-444-6538KentuckyEnterprise Support Manager: (customers > $8,000 < $20,000 MRR) Alex TsozikEmail: [email protected]: 302-444-6505Kentucky
Director of Strategic Accounts (customers > $20,000 MRR)Jason BurnettEmail: [email protected]: 214-292-8169Dallas, TX
7X24 Support
PMO Senior Manager - Catherine RoyEmail: [email protected]: 720-389-3865Denver, CO
Client Services
Q/A
This document is confidential and proprietary.
![The Net Promoter Score – an asset to patient experience ...postprint.nivel.nl/PPpp5297.pdf · Promoter Score (or NPS).[12, 13] In fact, the NPS is sometimes referred to as ‘the](https://img.pdfslide.us/doc/110x75/5f1025fd7e708231d447af96/the-net-promoter-score-a-an-asset-to-patient-experience-promoter-score-or.jpg)
