Best explanation I've seen yet, that describes how high scores can be greatly decreased by a few low scores.
@timothylynch6 жыл бұрын
Great explanation! I love the section on asking the followup and then doing something about the drivers.
@camilledingwell47125 жыл бұрын
I so agree.
@wendymartinez19214 жыл бұрын
@@camilledingwell4712 wuobjf
@wendymartinez19214 жыл бұрын
Fue
@alexkokhanchuk33144 жыл бұрын
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
@ericteneyck38094 жыл бұрын
What is the application you are using?
@alexkokhanchuk33144 жыл бұрын
@@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.
@alster7243 жыл бұрын
This one should be taught in Statistics classes.
@neelshah89082 жыл бұрын
Great Video! Explained in an easy manner
@debonaircorporateevents83382 жыл бұрын
Great video and explanation - This was very helpful.
@lordsmooshy4 жыл бұрын
Really good video. Well presented.
@mariobenic4 жыл бұрын
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.
@CatsofAmsterdam3 жыл бұрын
what would be correct?
@kittens30292 жыл бұрын
Nailed it
@rhonamayhenry85044 жыл бұрын
I really like this, care to share how you created this video?
@rohitnair59584 жыл бұрын
Why are passive score not considered ?
@chiboymikel92364 жыл бұрын
right about the only question on my mind
@rohitnair59584 жыл бұрын
@@chiboymikel9236 - passives are not loyal customer so they are not considered
@BrettsBlueDepths4 жыл бұрын
they are - they are included in the denominator of the score which gives you the percentage. NPS is a tail measure.
@rohitnair59584 жыл бұрын
@@BrettsBlueDepths thanks
@fabioloyola47882 жыл бұрын
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.
@orod31024 жыл бұрын
It’s flawed
@bestelectromusic71363 жыл бұрын
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
@keithedwardronalddeleon85193 жыл бұрын
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.
@simon81213 жыл бұрын
@@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.
@keithedwardronalddeleon85193 жыл бұрын
@@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.
@veracardoso90143 жыл бұрын
Não tem em português?
@deliacareygo480014 күн бұрын
Brown Bridge
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Conroy Avenue
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McGlynn Walks
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Raynor Turnpike
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0435 Daugherty Station
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Collins Drive
@alster7244 жыл бұрын
1:21 NPS is 30%
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Brant Streets
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Ewell Squares
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Carter Mountain
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Pietro Plaza
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Francesco Knoll
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Lemke Hill
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Madaline Flats
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Ratke Trail
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Thompson Eric Harris Edward Jones Ronald
@DarronSanderson Жыл бұрын
Do not ever work for COX Communications. They send NPS results weekly to all coworkers. Your name always is shown.