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Nps

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The Net Promoter Score is a customer feedback system used to ensure quality in delivering programs. A survey scores customers from 1-10, with 1-6 considered Detractors, 7-8 Passives, and 9-10 Promoters. For Promoters, the document outlines getting case studies and closing cases. For Detractors/Passives, it involves apologizing, getting feedback, and reporting. The document also discusses processes like a Trainee Buddy System to improve cultural preparation, expectation setting, pickups/drops, and post-realization engagement to improve the customer experience.

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Nps
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
Nps
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 them To 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)

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Nps

  • 2. NPS
  • 3. 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.
  • 6. 1-6 : Promoter 7-8: Passive 9-10: Detractor
  • 11. PROMOTERS • Good job! =) • Get a case study.(Preferably VIDEO) • Update the spreadsheet. • If the case is open – Close it.
  • 12. Promoters with a bad comment /detractors/passives Case 1: You have screwed up with them To 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.
  • 13. 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.
  • 14. The way forward Processes (Trainee Buddy System) IM
  • 15. 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
  • 16. Realization • Pick up • Homestay/Drop at the flat
  • 17. Post Realization • SIM card • Drop to work on the first day • Induction and constant engagement
  • 18. OGX • EPIC • Expectation setting and Cultural Preparation • Constant touch • Re integration
  • 19. 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)