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?