We all know NPS but how do you get it to the next level? How can you effectively set up a feedback program? View our presentation to become an advanced NPS specialist. We help you develop ideas and methods to automate an NPS workflow and to set up improvement techniques. Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

1. CHECKMARKET NPS WEBINAR
START AT 3PM CET

2. NET PROMOTER SCORE
THAT IS THE QUESTION

3. Introduction
CheckMarket is a company specialized
in enterprise survey solutions
Alexander Dobronte
 Managing partner and co-founder of CheckMarket
 Member of ESOMAR
 Board of directors of Febelmar

4. How to calculate NPS?
RESPONDENTS DIVIDED IN 3 CATEGORIES

5. How to calculate NPS?
Promoters
respondents giving a positive score
(9 or 10)
Passives
respondents giving a neutral score
(7 or 8)
Detractors
respondents giving a negative score
(between 0 and 6)

6. Why is it popular?
Customer Loyalty
Metric Comparable over
time and
industries
Easy Interpretable
Customer
Satisfaction
Score
Indication of the
growth potential
of your company
or product
One
single
question
developed in 2003
by Fred Reichheld of
Bain & Company in
collaboration with
Satmetrix

7. Simple metric for everyone in your organization
Deceptively simple for respondents
Goes beyond the classic 'overall satisfaction' question
When someone recommends you, they risk their
reputation
Why use NPS?

8. Some critical remarks
The model is
too simple.
Inaccurately measures
customer behavior
No visible difference
in % Promoters and
% Detractors in final
score
Non-customers
are not included
There is no
distinction between
the scores 0 and 6
Value of a
recommendation
differs
Usain Bolt vs. John Doe
Cultural
differences

9. Average Highest
What is a ‘good’ NPS?
The NPS is a number between -100 and +100.
the average firm
sputters along at
an NPS of only
+5 to +10
the highest
performing ones
are situated
between
+50 and +80

10. Average Highest
What is a ‘good’ NPS?
The NPS is a number between -100 and +100.
Cultural differences influence
your Net Promoter Score

11. How to improve NPS?
INSIGHTS INTO CALCULATION

12. Passives do not count in score
Harder to make a passive a promoter
Easier and better to convert a detractor to a passive
Create your own baseline
Measure continuously
Get everybody in your organization involved
How to improve NPS?

13. Commit to NPS as a goal for your business
Get feedback to all levels
Display NPS scores on dashboards
Internal benchmarking
Gamified approach
Bonus based on score?
How to get everybody in your
organization involved?

14. Power of the customer
Controlling the marketing message is important and
getting harder
Everyone can publish and share

15. Detractors can hurt you 
Detractors share more, a lot more
React fast to prevent negative sharing

16. Add open questions that probe the
underlying reasons behind the low score
Get notifications for low scores in real time
to the right people
Translate that feedback into actions
 Correct common complaints in a continuous process
 Contact detractors quickly with an offer
How to reduce detractors?

17. Promoters can help you 
Promoters are ambassadors and valuable
Group promoters in a community
Stimulate promoters to share

18. How to set up your automated NPS
workflow?

19. THE 4 STAGES OF NPS
WHAT STAGE ARE YOU IN?

20. Stage 1

21. Stage 2

22. Stage 3

23. Stage 4

24. Keys to stage 4
Lots of data streams
Business Intelligence
 SAP
 Microsoft Dynamics
 Hadoop
Early churn detection & prevention
Win back at-risk-customers
Survey as input or output
Use your promoters!

25. Do it with CheckMarket
We have a vast experience in NPS research
Our experts can help you set up your NPS program
We have a fully developed tool that can…
 measure NPS continuously
 organize and automate the follow-up
 display NPS dashboards with real-time results
 integrate with your internal applications (API)

26. Conclusion
Get everyone in your organization involved
Create your own baseline
Automate your workflow
Track improvements
Watch customer satisfaction and loyalty rise 

27. More info at checkmarket.com
Read the full story
Try a sample survey
Look at sample NPS survey results
(password: NPScore)
Create your own free NPS survey

28. About CheckMarket
CheckMarket is a company specialized
in enterprise survey solutions
www.CheckMarket.com
twitter.com/CheckMarket
www.linkedin.com/company/CheckMarket
www.slideshare.net/CheckMarket