What is the Net Promoter Score?
Net promoter Score® (NPS®, is a simple and powerful tool that measures the customer loyalty with a single question and prints a number. The best practice is innovative within the market research and is now widespread in many customer satisfaction programs. Multi-Value too believes in the power of the NPS, not so much on the number itself, but much more to the ‘why’ of the grade. NPS is very easy to interpret across all levels of the organisation and thus reflects the corporate culture.
Stimulating every employee everyday anew, to make the correct approach to customers, by showing the best side of himself/herself. This is the power of philosophy of the Net Promoter Score, according to Multi-Value. Multi-Value would like to positively impact the behaviour of employees thanks to to customer feedback and the customers’ will to to whether recommend you or not. Here a constructive feedback is of great importance.REQUEST INFORMATION
NPS IN PRACTICE
For Multi-Value, the use of NPS is no additional KPI on which the employees are assessed, but a way of life. People who like to help others or like doing good, understand best the philosophy of NPS.
During the practical NPS workshops, which we also call “Champions”-workshops, we support you in the “customer thinking” or the construction of a “customer first” culture. Everyone in a business has an impact on the customer, even though they might not be aware of it ( DISC ). Research has shown that approximately 75% of customers stop purchasing due to a negative attitude of the employees.
The following topics are discussed in the NPS workshops:
- The meaning of a ‘customer first’ culture
- Everyone on board (the employees on the shop floor, administration, ICT, HR, logistics, internal and external services, CEO,…)
- The right person in the right place
- The feedback of the NPS results with the right people
- Instructions to the correct attitude
- The revelation of the “customer first” culture