Post on 15-Apr-2017
transcript
Johanneke Behrend Customer Experience Management
7-8 October, Amsterdam
Our Customer Journey of t-NPS
2
History / goal
Engaging managers
Near future
Facts & figures
Our journey of t-NPS
Work in progress
Implementing
Engaging the organisation
Getting started
Highlights of the year
3
Detractor
You need to know how you perform 24/7
2 NPS “Employee couldn’t give me a clear
explanation about my pension”
Promoter
9 NPS “Very friendly en pleasant contact,
was striking!”
History / goal
4
You need to know how you perform 24/7 History / goal
5
Bringing NPS into daily work
NPS
How to bring the Net Promotor Philosophy into everyone’s daily work in an integrated way, using everyone’s knowledge
Score
Conscious incompetence
‘On top of our work’ is just a score
System
Conscious competence
‘Closing the loop’ ‘Continuous improvement together with customers’
Spirit
Unconscious competence
‘Intrinsically motivated’ ‘Customer driven culture
& Leadership’
NL
6
You need to know how you perform 24/7 History / goal
3 generations of family
‘Haverkamp’
7
You need to know how you perform 24/7
Summary WHY Transactional – NPS is important
► Extra service
► Learn from customer perspective
► Results show what customer feels is important
► Result shows what behaviour we should maintain or change in order to make customers loyal and stay
► After the online survey we call the customer to get more information about his feedback / tips
► You can make the difference in the eyes of the customer by contacting him
History / goal
8
Implementing
Pensions Life / Mortgage
Non-Life Bank Aegon services
Customer service consumers
Pension Teams
Financial Services / Debtor control
Acceptance Mortgage
Quote desk life
Acceptance and changes
Service Desk- Intermediair
Service Desk Mortgages
SDV
STAS - Intermediair
STAD – end customer
Acceptable Object Auto private
Report damage WVTP- intermediair
Report damage WVTP end customer Damage earnings
collective
Expertise fire
Fire business
Expiration
Bereavementdesk
Complaints
Customer Contact Center
Implementing
9
§ Started with roadshow – what are we going to do, how does it work, what is needed?
§ Started with 20 processes; 20 individual kick-offs; sessions with managers, process owners, black belts and super users
§ Survey set-up, discussing the set up with the teams, testing survey
§ Now 50 departments connected with training and in every team a contact person/super user
Implementing Implementing
ü ü ü ü
10
Implementing Implementing
Kick-offs per process Survey set up Data file
delivery Real-time
online portal
§ Total of 50 distributed over Business Lines
§ Pre-population of data means less questions needed and more detailed analysis in portal
§ Requires standardisation- discussed during kick-offs
Aegon to Customer Gauge
ü ü
11
NPS awards
Engaging the organisation
Enthusiastic employees
Engaging the organisation
12
Getting started
contact
Closed Loop candidate list
Customer Survey (e-mail)
Courtesy call /email by employees
Small Loop Big Loop
Evaluate
Listen
Do
Learn
registration
Getting started
13
Story Telling
14
Work in progress big loop Work in progress
1 2
3 4
Most important
NPS
Wei
ghte
d Re
spon
se
+ -
15
Engaging managers
The Manager challenge Reports (daily, weekly, monthly reports)
KPI this year improvement 12 points
Managers
calling
customers
Engaging managers
16
Near future
Gift service
Salesforce integration
Thank you note
Proof of NPS
Work in progress
17
Facts & figures last 5 years
280.000 surveys send
61.000 responses
28.000 2014
30.000 Expected in 2015
38.000 clients wrote a comment in the open field the last 5 years
In the last five years
31.000 20.000 10.000
promotors passives detractors
Facts & figures
18
Highlights of the year Highlights of the year
We have achieved an improvement in NPS score -27 to 0 score in July!
We have treated our colleagues on ice
cream to celebrate
Johanneke Behrend Customer Experience Management
October 2015
Questions?