Date post: | 20-Dec-2014 |
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Upload: | aiesechyderabad |
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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
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 themTo 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)