NPS Presentation

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Net Promoter Score Presented by Masood AliMasood.ali67@gmail.com

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Why Customer Loyalty?

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Four Loyalty Behaviors

• Repurchase

• Buy additional lines

• Referrals

• Feedback

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Why Do You Become Promoters

Company you are a promoter, why?

Head Heart

Product features Knows me

Quality Appreciates

Price Listens

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The Golden Rule Creates Foundation for Loyalty Relationships

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Bad Profits

Mobile: Reconnection fee 100Mobile: Best plan for new customers

Hotel phone bill higher than room bill

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The Ultimate Question Of Customer Loyalty

How likely are you to recommend Dhiraagu to a friend or colleague?

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Its More Than A Question A Disciple

• Enable to create more promoters • Reduce detractors• Understand which practices creates more

promoters and few detractors• Enable quick service recovery etc

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Requirements For True NPS System

• Trust worth data• Create closed-loop process• Executives make the creation of more promoters and

fewer detractors a top priory

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Trust Worthy Data

Right Customers Right Questions Right Time

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Evaluate Performance In The Context

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You Don’t Fatten A Pig By Weighing It

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Closing the Loop

Executive

Management

Front line

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Closing the Loop Process

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Closing the Loop

Which customer ?

When to follow up?

Who will follow up?

How to contact

What happens

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What Happens After the Process

Customer Follow Up

Resolve issue or unresolved issue escalated

Coach for performance

Identify improvement opportunity

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Thank You