Net Promoter News: Voxeo’s Customer Obsession, Sprint Nextel, MetroPCS awkward on NPS, Dutch Travel Counsellors get gongs, NetDimensions adds NPS Dimension, RSC Boss +67
Voxeo outlines three major NPS-inspired initiatives
Interactive-voice house Voxeo has been driving other interesting initiatives in an effort to make the company even more customer-centric – a few weeks ago we noted with interest that it has embedded Net Promoter deeply into the company’s service mindset by tying results to employee bonuses and asking customers to rate their support calls.
In a very readable post on its corporate blog this week, Voxeo has taken the informative step of outlining three major initiatives that have been inspired by Net Promoter customer feedback. In brief, they are:
- Become a trusted adviser for clients’ businesses: Voxeo has entered into a number of partnerships that allow it to expand its offerings and areas of expertise, in addition to its employees being available to share their industry knowledge.
- Rather than simply letting its customers know about new Voxeo products first, the company wants to put in extra effort to educate them about product changes and enhancements long before they occur.
- Voxeo has introduced local web hosting servers in all US datacenters and augmented the business continuity information stored offline in its network operations.
We were amused by the slightly scary team name “Customer Obession Team”, but no denying the focus is there. For more details, pop over to Voxeo Talks.
Sprint Nextel and MetroPCS Communications Execs on Net Promoter Scores
Earlier this year at its Q4 earnings call, Sprint Nextel CEO Dan Hesse discussed the company’s strong Net Promoter momentum and noted that Sprint was the only one of the four major US carriers to show sequential improvement. Sounds promising, right?
This week Hesse once again brought up the company’s Net Promoter Score at its Q1 earnings call (slide 10 if you want to join in at home), mentioning that “Sprint is the only one of the four major wireless carriers to show improvement year-over-year.” We’re not sure if this is exactly the same thing, but analysts have noted that its earnings were something of a mixed bag. We look forward to the next call and seeing if a similar Net Promoter quote is offered once again! Seeking Alpha Sprint Nextel
American mobile phone service provider MetroPCS also brought up the metric, with a somewhat awkwardly-worded comment that in Q1 “the transition of our customer base is important as mature users now benefit from our new handset selection and remained loyal to our brand. We believe this loyalty continues to show itself in positive Net Promoter Scores that demonstrate the true viral nature and impact of our service in the communities that we operate in.” We’ve tried to sift the jargon but still not sure – does it simply mean the company has positive Net Promoter Scores? Or positive momentum? We’ll keep an eye out for more info. Seeking Alpha MetroPCS
Travel Counsellors Netherlands picks up three gongs
Family-owned travel operators Travel Counsellors have been awarded with ‘Best Travel Agency Group,’ ‘Most Popular Travel Agency’, and the overall award for the highest customer service score in their first appearance at the Zoover Awards (also known as the Netherlands National Travel Awards).
This very impressive result is not without precedent – in fact, Travel Counsellors regularly attains stratospheric Net Promoter Scores of over +90.
The company proudly talks about using Net Promoter® Score. From their site: “Two weeks after booking all customers are sent a simple question ‘How likely is it that you would recommend your Travel Counsellor to your friends and colleagues?’ “. If you’re curious to discover a little more about how the business has been so effective a creating arguably one of the most customer-centric operations globally, check out the link to see group chairman David Speakman discuss why he is a big advocate of creating a relationship-based approach to a transactional industry (video). Source: Travel Blackboard
NetDimensions adds Net Promoter Dimension
Learning technology supplier NetDimensions has unveiled a North American professional services portfolio aimed at maximizing clients’ value of their NetDimensions Talent Suite investment.
Commenting on the launch, Art Faccone, VP of professional services noted: “We are implementing the Net Promoter Score client satisfaction methodology across all client engagements in North America. Our goal is clearly to keep growing our differentiator, especially in an industry that is renowned for low satisfaction levels.” San Francisco Chronicle
RSC’s NPS stands at +67
Rental equipment provider RSC has announced its 2011 Corporate Social Responsibility report with a commendably detailed self-puffer. The release discusses its key initiatives and how these link back to stakeholder value, and notes that based on more than 23,000 customer survey responses in 2011, RSC’s Net Promoter Score was an excellent +67. Market Watch