2

Agenda

• Defining Net Promoter Score

• The Survey

• The Calculation

• NPS & Feedback

• Agent NPS

• Partner Engagement

2

Net Promoter Score (NPS):A Definit ion

The Net Promoter Score:

• Is the core measurement for customer experience management programs

around the world.

• Is a number anywhere from -100 to +100. The higher the number, the more

likely the client is to recommend Kensington Tours to friends and family.

“NPS is a management tool that can be used to gauge the loyalty of a firm’s customer relationships. The tool aims to measure the loyalty

that exists between a provider and a consumer.”

The Survey

The survey is comprised of 5 questions. We measure:

• Quality of tours and activities

• Quality of accommodation

• Knowledge and service of guides

• Likelihood of recommending Kensington Tours

• Likelihood of recommending the Destination Expert

Each question can have a score from 0 to 10.

• 0=highly unsatisfied, not at all likely to recommend

• 10=highly satisfied, absolutely will recommend

Clients have an opportunity to share overall comments as well as

recommendations for improvement.

We gather our Net Promoter Score data from a survey that is sent to direct clients only 7 days after they return from their trip

The Survey (continued)Through both the quantitative and qualitative data we receive, we

are able to investigate client feedback and, if necessary, action

improvements on areas such as the quality of products and

services we offer.

*At this time survey results are attributed to each partner included

on the total trip, however in the future we hope to make these

results more specific by country and/or service. For example if the

client traveled to Spain and Portugal on one trip, the scores from

that client would appear in the partner scores for both countries.

Note: In the KT survey, clients are able to choose to not complete the question related to accommodations in the case that they booked their own accommodation. In the KT reports, the score shows as a “-2”. This is NOT used in any NPS calculations; it is omitted.

The Calculat ion

The Calculat ion *NPS is not calculated by taking the average

Example:5 scores for Guide rating question: 5, 7, 9, 9, 10 # detractors=1 # promoters=3 # passives=1

NPS = % promoters - % detractors

NPS = 3/5 – 1/5 or 60% - 20% The NPS for this example is 40%.

Best possible score = 100% Worst possible score = -100%

The NPS survey tool is used across all industries.

Here are the NPS results for some famous brands:

51 4572 507779 -84073

NPS IN OTHER INDUSTRIES

NPS & FeedbackDestination Experts receive feedback from both clients and partners during a trip in

destination as well as post-trip.

• This is valuable information which helps to provide additional context to the NPS

survey results and comments.

• Destination Experts are to log this information as a “glitch” or “feedback” within

TMT, attributing a vendor to this feedback if appropriate.

• All feedback is important: positive and constructive

• In addition, this information is especially critical because:

• Not every direct client completes the NPS survey (completion rate of ~65%)

• We do not collect NPS surveys from clients booked through an agent

Agent NPSSurveys are gathered from Agents after they have booked a trip

with their Destination Expert.

We ask 2 questions:

• How likely are you to recommend Kensington Tours to a friend

or colleague?

• How likely are you to recommend your Kensington Tours

Destination Expert to a friend or colleague, again?

USING NPS IN PARTNER ENGAGEMENT

Partner Report ingTo aid in our growth as a business and to create opportunities for improvement based on

trends we utilize this direct client feedback when engaging with our partners.

At regular reporting intervals (at least Quarterly) Customer Care will share a report with

each partner individually that includes:

• NPS surveys including trip numbers, client scores and comments

• Feedback from TMT including both “Glitch” and “Feedback”

*Partners should not survey Kensington Tours clients directly using any of their own survey

tools while the client is in destination or after they have returned home.

Since launching Partner Reporting in Fall 2018, Kensington Tours has received positive feedback from our partners, as it helps them to understand what is working and what could be done differently. It has also enabled them to recognize outstanding team members such as highly rated guides that they work with.

THANK YOU