Using Net Promoter Score to Improve Member Satisfaction                                                  a       study    ...
what if one simple question…                           2
who s  using NPS?who’s using NPS?      4 of 10 companies      4 of 10 companies                                           ...
why not associations?why not associations?   It’s all about creating                          g    member value           ...
5< Proprietary & Confidential >
who is BMA?who is BMA?• Service organization for B2B marketing professionals• 22 chapters with 2,100 members• C l d i 13 t...
challenges in mid‐2009challenges in mid 2009• Stalling new member   growth                 attendance• Declining event    ...
so many questions…so many questions  too few answers  too few answers                                       8      < Propr...
annual satisfaction surveyannual satisfaction survey      p      paralysis by analysis           y     y     y            ...
4 problems with paper event evaluations4 problems with paper event evaluations1. Low response rate2. Poor verbatim feedbac...
online surveys                                     11    < Proprietary & Confidential >
our considerationsour considerations•   If sent via email, would people fill them out?•   Do we have email addresses for a...
SurveyMonkey                                                a          13                                                 ...
the payoffthe payoff•   50%    response rate•   high volume, high    quality verbatim comments•   easy tracking, trending ...
net promoter score                                       15      < Proprietary & Confidential >
NPS  net promoter scoreNPS = net promoter score                                                 a          16             ...
know your numberknow your number                                                17               < Proprietary & Confident...
calculating NPS for BMAcalculating NPS for BMA                               114                56%                       ...
is that a good score?                                         19        < Proprietary & Confidential >
who cares?             21
it s not about the numberit’s not about the number“What is most important for any association is not the score, but the pr...
voice of the customervoice of the customer                                                  a          23                 ...
24a         study
key successeskey successes•   Focus for the board•   Timely feedback•   Incremental changes to programs    I       t l h  ...
how to get started?                                        26       < Proprietary & Confidential >
getting startedgetting started•   Begin your personal NPS education•   Find a trusted advisor•   Develop an online survey ...
thank youMarilee YorchakMarilee Yorchak                                                         Josh Levy                 ...
Using Net Promoter Score to Improve Member Satisfaction
Nächste SlideShare
Wird geladen in …5
×

Using Net Promoter Score to Improve Member Satisfaction

1.958 Aufrufe

Veröffentlicht am

What if asking one simple question could determine your association’s health and its future? Would you be interested in knowing the answer? That’s the premise and power behind Net Promoter Score.

Delivered by Josh Levy and Marilee Yorchak at the Colorado Society of Association Executives luncheon on 3/4/11, this presentation explores the theory and practice of NPS through a case study of BMA Colorado.

0 Kommentare
1 Gefällt mir
Statistik
Notizen
  • Als Erste(r) kommentieren

Keine Downloads
Aufrufe
Aufrufe insgesamt
1.958
Auf SlideShare
0
Aus Einbettungen
0
Anzahl an Einbettungen
4
Aktionen
Geteilt
0
Downloads
45
Kommentare
0
Gefällt mir
1
Einbettungen 0
Keine Einbettungen

Keine Notizen für die Folie

Using Net Promoter Score to Improve Member Satisfaction

  1. 1. Using Net Promoter Score to Improve Member Satisfaction a     study < Proprietary & Confidential >
  2. 2. what if one simple question… 2
  3. 3. who s  using NPS?who’s using NPS? 4 of 10 companies 4 of 10 companies a     3 study < Proprietary & Confidential >
  4. 4. why not associations?why not associations? It’s all about creating  g member value a     4 study < Proprietary & Confidential >
  5. 5. 5< Proprietary & Confidential >
  6. 6. who is BMA?who is BMA?• Service organization for B2B marketing professionals• 22 chapters with 2,100 members• C l d i 13 ti Colorado is a 13 time Chapter of the Year winner Ch t f th Y i• Host an average of 3 ‐ 4 events a month g a     6 study < Proprietary & Confidential >
  7. 7. challenges in mid‐2009challenges in mid 2009• Stalling new member  growth attendance• Declining event  g• Rapid change in the field of marketing h a     7 study < Proprietary & Confidential >
  8. 8. so many questions…so many questions too few answers too few answers 8 < Proprietary & Confidential >
  9. 9. annual satisfaction surveyannual satisfaction survey p paralysis by analysis y y y a     9 study < Proprietary & Confidential >
  10. 10. 4 problems with paper event evaluations4 problems with paper event evaluations1. Low response rate2. Poor verbatim feedback3. Who is this?3 Wh i thi ?4. Hard to track and trend a     10 study < Proprietary & Confidential >
  11. 11. online surveys 11 < Proprietary & Confidential >
  12. 12. our considerationsour considerations• If sent via email, would people fill them out?• Do we have email addresses for attendees?• Who can write and fulfill each survey? Wh it d f lfill h ?• How much will this cost? a     12 study < Proprietary & Confidential >
  13. 13. SurveyMonkey a     13 study < Proprietary & Confidential >
  14. 14. the payoffthe payoff• 50%  response rate• high volume, high  quality verbatim comments• easy tracking, trending and  easy tracking trending and sharing a     14 study < Proprietary & Confidential >
  15. 15. net promoter score 15 < Proprietary & Confidential >
  16. 16. NPS  net promoter scoreNPS = net promoter score a     16 study < Proprietary & Confidential >
  17. 17. know your numberknow your number 17 < Proprietary & Confidential >
  18. 18. calculating NPS for BMAcalculating NPS for BMA 114 56% 64 less 26 13% 204 43 nps a     18 study < Proprietary & Confidential >
  19. 19. is that a good score? 19 < Proprietary & Confidential >
  20. 20. who cares? 21
  21. 21. it s not about the numberit’s not about the number“What is most important for any association is not the score, but the process for embedding the voice of the customer the process for embedding the voice of the customerinto the organization’s culture, to better understand what it takes to add personal value for each member and  pmotivate them to promote the organization’s mission.”‐ J h Ab h John Abraham, General Manager of Net Promoter Programs at Satmetrix G lM fN P P S i 22 a         study < Proprietary & Confidential >
  22. 22. voice of the customervoice of the customer a     23 study < Proprietary & Confidential >
  23. 23. 24a         study
  24. 24. key successeskey successes• Focus for the board• Timely feedback• Incremental changes to programs I t l h t• Hit list for volunteers 25 a         study < Proprietary & Confidential >
  25. 25. how to get started? 26 < Proprietary & Confidential >
  26. 26. getting startedgetting started• Begin your personal NPS education• Find a trusted advisor• Develop an online survey capability D l li bilit• Commit to the KPI 27 a         study < Proprietary & Confidential >
  27. 27. thank youMarilee YorchakMarilee Yorchak Josh Levy Josh LevyExecutive Director, BMA Colorado President‐elect, BMA Coloradomarilee@bmacolorado.org josh@kinsleymeetings.com 28 < Proprietary & Confidential >

×