The race to 50,000:Vodafone Heartbeat from dream to realityKevin Knowles

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One year into the Vodafone Heartbeat marathon….

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40Million

27Thousand

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Surveys sent in 2016 Users on Heartbeat Markets Live…

4. Close the loop

5. Root cause analysis2. One version of the truth

3. Think about the users (adoption, adoption, adoption!)

1.Define the goal and build a global blueprint

Preparation

Training

Running the race

The goal might seem unachievable but if you prepare and train properly you can reach further than you ever thought possible

PreparationDefine the goal and build a global blueprint

Create the global blueprint Ensure consistent global measurement across channels

The blueprint has the guidance, methodology, questions and approach for all markets to

follow when deploying Vodafone Heartbeat

Channels Digital NetworkField ServiceRetailContact Centre

Survey Methods

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MarketsROCZGRNLPTESITUKDE

ZANZGHQATREGINMTALIE

HU

SMS Email

IVR Web

The surveys are easy for the customers to answer…….we get over 100,000 surveys every day!

TNPS

Agent Satisfaction

The surveys are easy for the customers to answer…….we get over 100,000 surveys every day!

TNPS

Agent Satisfaction

First Time Fix& Total Fix

Sentiment Score

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Creating a memorable identity for your programme is vital

We ran a competition to name the new programme (previously called the “Global Touchpoint NPS One Methodology”

project!!!)

Over 1500 entries … for a memorable identity

TrainingOne version of the truthAdoption: Think about the users

Example using monthlydata from contact centrein one Vodafone market

One version of the truth means we have confidence in the results“100% Heartbeat” measured in the Medallia Health Check ensures we can incentivise frontline agents consistently and fairly on TNPS

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Total monthly contacts

Records sent to Heartbeat(Contact Coverage = 85%)

Invitations Sent Out(Valid Records = 48%)

Completed Surveys(Response Rate = 21%)

Surveys per Agent per Month(based on 8,900 agents)

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2,453,733

2,095,194

1,001,899

206,364

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Everyone knows about Vodafone Heartbeat!Vodafone Heartbeat launch events to raise awareness

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Adoption of Vodafone Heartbeat is crucial to our successYou can easily find the Heartbeat score, on screens, on our intranet and through the Heartbeat mobile app

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We constantly monitor how many users are logging in to Heartbeat, on the web and the app. And our users love it!

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The target of 50,000 users based on the headcount and addressable user base in each market

Last quarter, 1853 people logged into Heartbeat every single working day

Running the raceClose the loopRoot cause analysis

Linking Heartbeat to actions and root cause analysisClosing the Loop is an opportunity to learn from customers where to improve, and reach our ambition of Zero Detractors

Measures of success:

• Improved TNPS

• Higher FCR

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1. Conduct training for the people who have to close the loop

2. Ensure people can allocate enough time for it

3. Define clear thresholds and business rules for which customers will be followed up

4. Aim to follow up with all customers who meet the criteria

5. Close the loop within 48 hours of survey response

6. Build a process to investigate and systematically report on root cause

Closing the loop with customers is a key element of HeartbeatWe defined clear minimum standards to close the loop after the survey

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Review your performance

Preparation • Define the goal• Build global blueprint

Training• One version of the truth• Adoption, adoption, adoption!

Running the race• Close the loop• Root cause analysis

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Thank you!