THE NPS WALKTHROUGH
Color Meanings
THE NPS WALKTHROUGH
START POINT!
STEPS/QUESTIONS HYPERLINKS CHOICES
Your NPS Score is NOT TRUSTABLE
Do you Have any Open Cases?
Analyze Response Rate
RR<15%
IMPROVE RR! Guarantee Alignment in IPS & OPS
NO Identify Main Flaws in Waterfall Report Correct them & Communicate Corrections to EPs
NO
EXCELLENT
FINISH LINES
Track and Request NON RESPONSES!
Is the RR above 50%?
Improve Communication w/ Customer Comm. Who to search for, How, and When in case they need support!
TRACK IT!
Track it through Reintegration and Trainee Meetings!
RR is between 15 and 50%
RR>50%
Your NPS Score is TRUSTABLE(ish)
Your NPS Score is VERY TRUSWORTHY!
Give Documented Clear Expectations!
Guarantee Alignment in IPS & OPS
Below 20
RAISE IT!
Booklets XPPs JDs
NO Did the NPS Score Raise?
Between 20 and 50
Above 50
Identify Main Strengths in Waterfall Report
GOOD!
YES
Is it above 50?
NO YES
KEEP & REPRODUCE THEM!
Did it solve it?
Do you know how to solve it? Identify Main Flaws in Waterfall Report
KEEP IT LIKE THAT!
YES
NO
Reproduce your GCPs in the Network!
Track and Request NON RESPONSES!
ANALYZE YOUR NPS SCORE!
YES Work Expectation Setting in IPS & OPS
KEEP IT LIKE THAT!
YES
ANSWER THEM IN THE PLATFORM!
Keep Communicating w/ your Customer
Correct them & Communicate Corrections to EPs IPS/OPS
NO
YES
Consult your Leadership
MAIL MEETINGS
SHOWCASE IT! GET MORE APPLICANTS!
Do you know how to solve it now?
NO
YES
ACTIVATE THE MC!