Using Net Promoter Score to Enhance Shared Services Customer Satisfaction Levels
Description:
Net Promoter is a management tool that can be used to gauge the loyalty of a firm's customer relationships and it serves as an alternative to traditional customer satisfaction research. The most important proposed benefits of this method derive from simplifying and communicating the objective of creating more "Promoters" and fewer "Detractors" - a concept claimed to be far simpler for employees to understand and act on than more complicated, obscure or hard-to-understand satisfaction metrics or indices.
This webcast will look at how companies are using Net Promoter to enhance their customer satisfaction measurement activities and what lessons they have learned in doing so.
Peercast Poll Results
Poll Title: Using Net Promoter Score to Enhance Shared Services Customer Satisfaction Levels
Background: Net Promoter is a management tool that can be used to gauge the loyalty of a firm's customer relationships and it serves as an alternative to traditional customer satisfaction research. The most important proposed benefits of this method derive from simplifying and communicating the objective of creating more "Promoters" and fewer "Detractors" - a concept claimed to be far simpler for employees to understand and act on than more complicated, obscure or hard-to-understand satisfaction metrics or indices. This poll looks at the adoption of Net Promoter Score and related satisfaction levels with the tool.
Poll Question: What is the status of using Net Promoter Score as a component of customer satisfaction measurement activities in Shared Services?
| Implemented | 8% | |
| Approved, not yet implemented | 4% | |
| Evaluating | 12% | |
| Not considered | 76% | |
| Decided no | 0% | |
| Failed | 0% |
Poll Question: What is your overall level of satisfaction with utilizing Net Promoter Score?
| Highly satisfied | 50% | |
| Satisfied | 50% | |
| Somewhat satisfied | 0% | |
| Neutral | 0% | |
| Dissatisfied | 0% | |
| Not Applicable |