What Is Net Promoter Score (NPS)?
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- Опубликовано: 7 сен 2024
- This Temkin Group video explains a very popular customer experience (CX) metric, Net Promoter Score (NPS). It's meant to explains what NPS is all about and why it may be a valuable tool for some companies. It's a great video to share across your organization if you are using NPS.
To learn more about NPS, or how to improve your organization's CX with a strong voice of the customer program, visit the Customer Experience Matters blog: experiencematt...
Best explanation I've seen yet, that describes how high scores can be greatly decreased by a few low scores.
Great explanation! I love the section on asking the followup and then doing something about the drivers.
I so agree.
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Nice video, we are using special system to measure NPS, some other metrics and gives you ability to contact your customers and resolve issues or say thanks to them
What is the application you are using?
@@ericteneyck3809 It is called bizplatform.co they didn't announce part about all NPS staff on the landing page. But they provide it to their customers.
This one should be taught in Statistics classes.
Great Video! Explained in an easy manner
Great video and explanation - This was very helpful.
Really good video. Well presented.
Nailed it
Thanks for a great educational video. One comment: the equation at 1:30 is not mathematically correct. If you write 40% - 10% that equals 36%. If you, howerer, write (40%) - (10%) that equals 30%. A technicality yes, but some people might calculate it wrong.
what would be correct?
I really like this, care to share how you created this video?
I was looking for NSP and I got curious
Why are passive score not considered ?
right about the only question on my mind
@@chiboymikel9236 - passives are not loyal customer so they are not considered
they are - they are included in the denominator of the score which gives you the percentage. NPS is a tail measure.
@@AusDive thanks
Well based on the explanation, I would take the lesson learned working with promoters and detrators and I would approach the passive group to see if I could move at 50% to promoters and ensure they will not be detrators in the future.
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Não tem em português?
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Lot of customer service agent suicide due to stress of nps in cust service.
This is the worst method as agents get scared of low marks and takes low chat and just pass days until they get better non nps jobs
Exactly. I don't see the point on why customer service agents would have to carry the burden of customers not patriotizing the product/service even after the issue/problem has been resolved.
@@keithedwardronalddeleon8519 I'd say it's all a matter of company culture and your view on feedback. I've been working in retail and have had a customer service responsibility in different ways, for about 10 years time. It's not about patronizing the service, it's about seeing things from a customer centric view point. Though if not handled correctly I could understand how it can be a system provoking stress for the employees, but NPS in its core is to be able to listen to the customers and develop your connection to them, and your customer service. I love feedback, but I also know the importance of a good company culture, where feedback is handled with right intentions.
@@simon8121 Point taken. It is just sad that there are some customer service companies that abuse this method and hold it against the agents why a company's NPS is low, and even use it as grounds for termination due to allegedly "poor performance", despite the agent has resolved the issue of the customer.
It’s flawed
1:21 NPS is 30%
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Do not ever work for COX Communications. They send NPS results weekly to all coworkers. Your name always is shown.
wow what a useless metric, I used to be honest and say and say at most 6 and most times i'm never going to be talking with friends bout random products, but if the topic comes up i might. but after watching this video im just going to say 1