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Net Promoter System

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Net Promoter System

Survey

“When we want your opinion, we’ll send you a survey”

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NPS Manifesto: Great Companies Must Enrich the Lives of Their Customers

1. Reliably categorize promoters/passives/detractors

2. Close loop with all detractors (sample of passives/promoters)

3. Loyalty economics quantified/understood

4. Innovation focused on delighting more customers (sustainably)

5. Leader’s job: ensure team members can earn standing ovations from their customers (inspired teams)

This mission demands:

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Does not have realty purchased or sold on this one. Have used turbo tax for more than 10 years, worst experience ever.

TurboTax Review on Amazon

Worst experience

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Does not have realty purchased or sold on this one. Have used turbo tax for more than 10 years, worst experience ever.

Hi Dan,

TurboTax Premier should include support for realty purchases. If you'd like our support team would be happy to walk you through this. Simply go to our website and click "Contact us" at the bottom of the page. We look forward to turning this experience around and getting you set to file! I hope this helps.

Trevor

TurboTax Review on Amazon

Worst experience

Intuit responds same day

The manufacturer commented on the review (What’s this?)

Turbo Tax Support Today MANUFACTURER

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Same hotel: different outcomes

My husband and I have been to Orlando about 5 times and have stayed at different hotels. This was our first time to XXX and we will never stay at another hotel in Orlando again! We loved it! Was very clean, relaxing and we loved the pool area! We will be back soon!

While every staff member I met was exceedingly nice, and the grounds are spectacular, I was very disappointed to be told upon check in that the hotel was overbooked so I was being given half a suite and my room had no real bed, just the option of a roll away bed, a sleeper sofa or a couch. Seriously?...I was and am flaming mad and will never stay there again...How dare you sell me a room WITHOUT A REAL BED and call yourself a luxury resort?

“Not a happy customer”Reviewed 2 days ago

NEW

Helpful?

“A happy customer”Reviewed 1 day ago

Helpful?

NEW

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 8Medallia Experience Final for ...BOS

Integrated Feedback

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Net Promoter System

Survey

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 10Medallia Experience Final for ...BOS

Net Promoter System

SURVEYSURVEY

RATINGS SITES••

EMBEDDED RATINGS/

SURVEY (UBER)

SOCIAL• Twitter• Facebook• Blogs

OPERATION DATA• Late Flights • Bad route

CRM DATA• Call backs• Purchase patterns• Downgrades

EMPLOYEE VOICE

BIOMETRICS• Language/tone• Facial expression• Depart without purchase

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 11Medallia Experience Final for ...BOS

GreatLeadership

The Model

HappyCustomers

ProfitableGrowth

EngagedEmployees

Store E

Service Team#1

Service Team #2

Service Team #3

Online Store

Store A

Store B

Store C

Store D

CEO

CFO IT COO CMOHR

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 12Medallia Experience Final for ...BOS

Employee engagement drops with each organizational layer farther from the CEO

Organizational Layer(0 = most senior executive team)

80%

60

40

20

0

-20

62

3931

16 15

4

-2 -5

0 1 2 3 4 5 6 7

Employee Net Promoter Score

Notes: Calculated from Question “On a scale of 0 to 10, how likely are you to recommend your company as a place to work?”Source: Netsurvey/Bain analysis, September 2012 (n=130,000+)

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HBR March 2016 Caption Contest

“Oh, here’s a good one:‘Listen to your employees!’”

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Employee engagement increases as teams review customer feedback more frequently

Research

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What Happens When Front Line Bonus Linked to NPS?

• Employee motivation declines

• Undesirable turnover Increases

• Less willing to help other team members

• Less interest in learning from feedback

• Gaming/obsession with score

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 16Medallia Experience Final for ...BOS

Hmmmmmmmm

Good Morning Ms. Jones,In a few days you may receive an e-mail regarding the quality of your most recent service visit. I personally wanted to let you know this survey

is MY PERSONAL report card and anything scored less then a 10 or a

Yes is a failing grade for all questions. If for any reason you can not

answer ALL questions 100% favorable please call me or Cody XXXX (my manager) 214-353-xxxx to discuss your concerns. Thank you for the opportunity to serve you and your vehicle's needs.

Thank You,

Peter XXXXBMW of Dallas

214-353-xxxx

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Really?

Employee NPS 0 Customer NPS 75

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Net Promoter SYSTEM

Huddle

RecognitionPrioritizeInnovate

Action PlanEscalate

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Net Promoter SYSTEM

Apologize, Root Cause, Solution

Inner LoopHuddle

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Net Promoter SYSTEM

Apologize, Root Cause, Solution

Inner Loop Outer LoopPrioritize and escalate

cross-functional or policy issues

Huddle

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 21Medallia Experience Final for ...BOS

Bain: A Great Place to Work

Employees’ choice5 YEARS IN A

ROW

#1 Culture#1 Satisfaction#1 Training

#1 Best Firm to Work For

20122012

2003 2004 2005 2006 2007

2008 2009

2010 2011

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 22Medallia Experience Final for ...BOS

Bain’s Voice of Employee Process

• Team huddles every 1-2 weeks• Case NPS• Client impact• Inspiration• Learn/Grow• Sustainability• Teammate recognition• Recommended change• +Library

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Bain’s Voice of Employee Process

• Integrated processes:• Monthly partner meeting review• Red zone intervention• Staffing• Leadership training/development• Pay/promotion

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 24Medallia Experience Final for ...BOS

Huddle Best Practices

• Focus on Customer• Prepare in advance• Everybody participates• Clear objectives/short• Rotate Huddle Captain• Team must solve most issues (not leader)• If elevation required, leader clears the path• Everyone leaves with clear priority action• Recognition for team contributions• Culture of Loving Feedback (Training to

reinforce)

This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent 25Medallia Experience Final for ...BOS

Net Promoter 3.0

Predicted Promoter Status (0-10)

ENTERPRISE STRUCTURED DATA

Employee Voice

Online behavior

SurveyScores

# call center calls

Segment Payment history

Transaction

Usage history

Operational failures

CUSTOMERS

CSXClose Loop

Marketingcampaign

Preemptive Engagement

ExperienceUpgrade

CompetitiveAcquire

High-propensityUpsell

ALL UNSTRUCTURED DATA

CALL CENTER

MENTIONS

TWEETS

RATING

APP REVIEWS

CUSTOMERS+

E-MAILSURVEYVERBATIM

LIVE CHAT