NPS walkthrough - CEM

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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!


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