how can you improve your net promoter score? · introduce nps into your current customer experience...

N E T P R O M O T E R S C O R E S O C IA L H O U SIN G B E N C H M A R K HOW CAN YOU IMPROVE YOUR NET PROMOTER SCORE? EXPERIENCE NPS -100% -80% -60% -40% -20% 0% 20% 40% 60% 80% 100% TENANTS’ REPAIRS EXPERIENCE IS A KEY DRIVER OF NPS AND IMPACTS CUSTOMER’S PERCEPTIONS OF THEIR HOUSING PROVIDER TLF RESEARCH NET PROMOTER SCORE LEAGUE TABLE POSITIVE REPAIRS EXPERIENCE NO REPAIRS EXPERIENCE NEGATIVE REPAIRS EXPERIENCE MANAGING TENANTS’ EXPECTATIONS AROUND TIME IS A KEY DRIVER OF THE REPAIRS EXPERIENCE CONTACT US NOW FOR MORE INFORMATION ON HOW TO... INTRODUCE NPS INTO YOUR CURRENT CUSTOMER EXPERIENCE PROGRAM OR STAR SURVEY BENCHMARK YOUR CURRENT NPS SCORE WITHIN BOTH THE HOUSING AND PRIVATE SECTOR ESTABLISH AN INDEPENDENT MEASURE OF THE REPAIRS EXPERIENCE AND UNDERSTAND WHAT THE PERFECT REPAIRS EXPERIENCE LOOKS LIKE CONTACT US ON 01484 467012 OR [email protected] TLF RESEARCH WORK WITH HOUSING ASSOCIATIONS TO HELP THEM UNDERSTAND THE CUSTOMER EXPERIENCE AND IMPROVE IT, THROUGH RESEARCH PROGRAMMES, CUSTOMER EMERSION AND EMPLOYEE ENGAGEMENT TOOLS. WWW.TLFRESEARCH.CO.UK

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NET PROMOTER SCORE

SOCIAL HOUSING BENCHMARK

HOW CAN YOU IMPROVE YOUR NET PROMOTER SCORE?

EXPERIENCE NPS

-100% -80% -60% -40% -20% 0% 20% 40% 60% 80% 100%

TENANTS’ REPAIRS EXPERIENCE IS A KEY DRIVER OF NPS AND IMPACTS CUSTOMER’S PERCEPTIONS OF THEIR HOUSING PROVIDER

TLF RESEARCH NET PROMOTER SCORE LEAGUE TABLE

POSITIVEREPAIRS

EXPERIENCE

NOREPAIRS

EXPERIENCENEGATIVEREPAIRSEXPERIENCE

MANAGING TENANTS’ EXPECTATIONS AROUND TIME IS A KEY DRIVER OF THE REPAIRS EXPERIENCE

INTRODUCE NPS INTO YOUR CURRENT CUSTOMER EXPERIENCE PROGRAM OR STAR SURVEYBENCHMARK YOUR CURRENT NPS SCORE WITHIN BOTH THE HOUSING AND PRIVATE SECTOR

ESTABLISH AN INDEPENDENT MEASURE OF THE REPAIRS EXPERIENCE AND UNDERSTAND WHAT THE PERFECT REPAIRS EXPERIENCE LOOKS LIKE

TLF RESEARCH WORK WITH HOUSING ASSOCIATIONS TO HELP THEM UNDERSTAND THE CUSTOMER EXPERIENCEAND IMPROVE IT, THROUGH RESEARCH PROGRAMMES, CUSTOMER EMERSION AND EMPLOYEE ENGAGEMENT TOOLS.

WWW.TLFRESEARCH.CO.UK

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