questback - net promoter score

W W W . Q U E S T B A C K . C O M

NPS™ Solution This unique NPS™ solution enables businesses to understand loyalty drivers so that they can better orchestrate the right customer experience, and work with employees to optimize engagement and enthusiasm.

2NPS™ SOLUTION

ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. NET PROMOTER, NET PROMOTER SCORE AND NPS™ ARE TRADEMARKS OF SATMETRIX, INC, BAIN & COMPANY INC, AND FRED REICHHELD

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The one metric you need to know.

Net Promoter Score (NPS™) is arguably the most powerful insight ques-

tion existing. It gives you an instant awareness into levels of satisfaction

that your customers are experiencing or truthfully how your employees

are feeling. This is critical because engaged employees deliver positive

customer experiences which drive business growth.

Net Promoter Score (NPS™) is really easy to work with and share with others in

your company.

NPS™ delivers a real impact, because it distils customer or employee satisfaction

into a simple question.

» Invisible threads are the strongest ties. « FRIEDRICH NIETZSCHE

»How likely is it that you would recommend xxx to a friend or colleague?«

NPS™

»Easy to interpret

»Easy to to make

»Easy to calculate

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»How likely is it that you would recommend xxx to a friend or colleague?«

The results are classified into three groups; Promoters, Passives and Detractors.

Explaining NPS™

QUICK GUIDE TO CUSTOMER RESULTS:

DETRACTORS are not likely to repurchase and will probably tell others not to purchase too.

PASSIVES are susceptible to switching and you could easily loose them to the competition.

PROMOTERS give you the opportunity to learn about your business strengths.

QUICK GUIDE TO EMPLOYEE RESULTS:

DETRACTORS are not engaged and there are hidden issues that should be further investigated.

PASSIVES are indifferent and have a level of disengagement.

PROMOTERS are engaged and enthusiastic, are productive and positively impacting

customer experience.

SCALING OPTION

or

0 1 2 3 4 5 6

0-6 Scale

0 1 2 3 4 5 6 7 8 9 10

0-10 Scale

DETRACTORS PASSIVES PROMOTERS

Any scores that are 6 or lower Scale 7 & 80 1 2 3 4 5 6 7 8

Scale 9 & 10

9 10

PROMOTER – DETRACTOR = NET PROMOTER SCORE

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QuestBack‘s NPS™ solution is special

Cool Routing Capability

QuestBack’s NPS™ Solution is special, as it combines a couple of steps so that

not only do you learn about your promoters, passive and detractors – in the same

interaction you also explore the reasons why they feel the way that they do.

With QuestBack‘s unique routing approach you know who your promoters, passives

and detractors are AND you now also know what the drivers are, and can take action!

This means that you can more quickly uncover areas for improvement from

detractors, utilizing promoter insights to increase revenue and convert passive

scorers into promoters.

KEY FEATURES

The QuestBack NPS™ solution has a »notification«

feature that enables an automated alert to be received by

relevant personnel or departments when a Detractor

response is recorded. This feature provides the ability to

investigate issues at the moments that they occur.

This added automation enables you to dive deep into your

promoters, passives & detractors, delivering a tailored conversation

with each group.

With QuestBack’s routing capability approach you know who

your promoters, passive and detractors are AND you now also know

what the drivers are, and can take action!

DETRACTORS

PROMOTERS

PASSIVES

5NPS™ SOLUTION

ALL TRADEMARKS ARE THE PROPERTY OF THEIR RESPECTIVE OWNERS. NET PROMOTER, NET PROMOTER SCORE AND NPS ARE TRADEMARKS OF SATMETRIX, INC, BAIN & COMPANY INC, AND FRED REICHHELD

Net Promoter Score

Customer Satisfaction Surveys

Getting this working for you in your business

MORE INSIGHT, NO EFFORT

Questback customers can reveal hidden NPS™, with previously collected data. Mine

customer or employee satisfaction data previously collected to reveal your NPS™ and utilize

the results to positively impact your profitability today.

If you have the NPS™ question »How likely is it that you would recommend xxx to a friend

or colleague?« in one or more of your surveys you already have a NPS™ starting point. The

solution also re-calculates your score from other scales into a 0-10 scale so it’s easily

comparable across business units or departments.

In many situations, companies log the NPS™ score along with their annual customer satisfaction

score, so they can see broad areas to work on and it allows tracking of NPS™ trending over time.

This is also known as »relational NPS measurement«, as it tracks the quality of the customer or

employee relationship over time.

PROMOTER – DETRACTOR = NET PROMOTER SCORE

QuestBack NPS™ Solution

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NPS™ Touchpoint MonitoringInterestingly, the most powerful application of NPS™ is to go one step further and link it to your customer touchpoints, as

this will deliver the most powerful insights. This is often the second step in tracking NPS™ after the relational NPS™ has

been identified. This next step is known as the »transactional NPS™« and it is often applied to touchpoints that have been

recognized as areas that require improvement. By monitoring just those touchpoints that are perceived as not meeting

expectation also ensures that recipients are not over surveyed.

An example of Airline NPS™ touchpoint monitoringThis approach details what is working and what is not at each touch point.

PROMOTER PASSIVE DETRACTOR NPS™EXPLANATION FOR EACH TOUCHPOINT:

NPS™ Touchpoint NPS™ Touchpoint NPS™ Touchpoint NPS™ Touchpoint NPS™ Touchpoint NPS™ Touchpoint NPS™ Touchpoint


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Valérie Marchal, Customer Experience Manager

»Nespresso has classically enjoyed high satisfaction rates around 85%, so the

strategy with NPS™ has been to make continuous incremental changes to the

business to keep lifting this, which they are accomplishing everyday.

»Utilizing QuestBack to roll out the NPS™ metric enabled Nespresso managers

to transition from a reactive state to a proactive state. It altered the leadership

focus from an »internal focus« to a »customer focus«, which in turn delivered profit

uplift through increased satisfaction scores. The company mindset has progressed to

thinking and anticipating customer needs continuously.

If you want to get on top of your game and get ahead of your competition, then take advantage of our special offer, and explore how QuestBack’s NPS™ solution can be a powerful asset in strengthening your competitive advantage.

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Reasons to choose QuestBack

QuestBack is Europe’s leading supplier of feed-

back management solutions, with more than 5.000

customers across all industries and sectors.

QuestBack is a Norwegian company with offices in

17 countries in Europe, North America and Africa.

QuestBack’s success story has not gone unnoticed

and the Company has received multiple international

certificates and awards.

QuestBack offers innovative and user-friendly

solutions to collect, analyze and follow up on

feedback in all types of organisations, industries

and roles. Based on user feedback, QuestBack

continuously invests substantial resources to further

develop our products and services to provide the

means to deliver increased value for our users. The

services are web based, easy to use, and require no

technical implementation or installation on the user’s

computer.

QuestBack makes considerable investment in

maintaining high security. QuestBack uses superior

technology and work processes, and has dedicated

security resources. The services are regularly tested

by external security providers to ensure a secure

working environment for the users and their data.

QuestBack offers proactive knowledge transfer. Our

advisors will assist you with quality assurance of your

surveys, as well as hosting in-house workshops to

help you optimise your feedback processes. The

QuestBack services include best practice templates

which adapt easily to your organisation’s information

gathering needs. In addition, our training centre of-

fers training and courses in classroom settings, online

tutorials, and via webinars.

QuestBack Support is your primary source of

help when you have a question related to use of

the QuestBack services. QuestBack emphasizes

high quality, short response times, and profes-

sional support management that give you

precise and timely answers to your questions.

You can receive support by telephone, email,

or directly in the QuestBack service.

LEADING SUPPLIER FIRST CLASS SECURITY

AND DELIVERABILITY

INNOVATIVE AND

USER-FRIENDLY SOLUTIONS

UNIQUE KNOWLEDGE PROVIDER

ACCESSIBLE USER SUPPORT

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QuestBack is the European market lea-

der for enterprise feedback manage-

ment and offers survey and feedback

software for online market research,

social CRM, customer experience management,

and HR management. QuestBack’s software

solutions provide companies with reliable insights

for making successful business decisions.

QuestBack has reported double-digit annual growth

rates since it was founded in 2000. The company

is headquartered in Oslo, Norway. QuestBack has

subsidiaries in 19 countries and over 5,000 custo-

mers across all industries.

COMPANY PROFILE

10NPS™ SOLUTION


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questback - net promoter score

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