Net Promoter News: nib prescribes NPS, DNA art and promoters, Whistler Blackcomb whistles past rivals, Surety1 goes from -6 to +52, Gold for Forest Pines
nib prescribes Net Promoter Scores
Australian health insurer nib has announced it is about six months away from launching its own mobile app. Called ‘White Coat,’ the app will help patients make informed decisions when choosing a healthcare professional.
According to boss Mark Fitzgibbon, Net Promoter is a conspicuous element of the app. “You’ll be able to go online via your phone or iPad or PC or laptop, search for a medical provider in your area – a doctor or hospital or dentist – and go and see their Net Promoter Score,” he told the Australian Financial Review.
This is an interesting development for a couple of reasons.
The first is that nib is a client of CustomerGauge and Genroe, our Australian partner. In fact, we recently posted a case study on how nib is using Net Promoter to ensure that its rapid growth does not come at the expense of customer service. It is particularly heartening to see that the metric we advocate and work with has made such a positive difference to our clients that they are recommending it to their own customers!
The second reason is that this news comes hot on the heels of the rollout of the Net Promoter-based “friends and family” patient satisfaction measure in the UK. Is Net Promoter an emerging trend in the healthcare sector? It may be too early to call at this stage, but we’ll be keeping a close eye on developments! Australian Financial Review
DNA art and the importance of Promoters
From the quirkier end of the online retail business world, DNA11 is a site that creates works of art from its customers’ DNA or lip imprints. (And yes, it’s a real business).
According to co-founder Adrian Salamunovic, in the age of social media the company’s Net Promoter Score is more important than ever. The reason he gives is that social networks offer Promoters a potentially powerful platform from which to make unsolicited recommendations. To which we’d add, this would be particularly true for an unconventional, conversation-worthy topic such as your new DNA Ancestry Portrait (yes, they apparently exist too). Las Vegas Business Press
Whistler Blackcomb whistles past rivals
Canadian ski resort Whistler Blackcomb has been named best resort in Canada in terms of satisfaction, customer loyalty and commitment to promoting and growing skiing and snowboarding by the Canadian Ski Council (CSC). The resort also achieved the highest Net Promoter Score in Canada for the season. Pique News Magazine
Surety1 goes from -6 to +52
According to a self-puffer, insurance provider Surety1’s first score was returned two years ago, and was a miserable -6. However, in the time since then, the company has invested in bettering its customer satisfaction levels to such an extent that its NPS for June this year was a dramatically-improved +52. PR Web
The verdict is in: Gold for Forest Pines
In the UK Forest Pines Hotel & Golf Resort has been awarded a VenueVerdict Gold award for delivering exceptional service. The recognition is awarded to hotels with a Net Promoter Score of +70 and above. At this point in time, only 31 hotels in the country are recognised with the status. Hotel Industry UK
- At its most recent earnings call, car rental company Hertz announced that its average Net Promoter Score for the Rental Car division improved by 40 basis points. (Non-bankers note, = 0.4% improvement). Hertz consistently call out NPS along with other excellent metrics in their presentations. Seeking Alpha
- ShoreTel closed the second half of 2012 with an NPS of +62 for the business and NPS of +64 for Resellers. Shoretel Blog
Net Promoter Vacancy
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An iconic Australian company is now seeking a Customer Community Lead. The successful applicant will be able to build and lead an NPS community across the operations of a large organisation. If this sounds like it may be you, please visit the ad for more details.
Net Promoter News: Oooh Matron! UK Gov’s NHS rollout, Everything Everywhere go NPS, Net Promoter in Mad-Men land, Shoretel +63
Carry On Rating… UK Gov’s Hospitals Scoring Rolls Out
A few weeks ago we mentioned that UK Prime Minister David Cameron has announced Net Promoter will be used to rank NHS hospitals by patient satisfaction across England.
According to an article this week, the surveys have collected around 21,000 responses in the initial phase, with the first league table set to be published within two months. But there has been some resistance to the move, with some leaders within the health system finding it distracting and time consuming for staff, and some patients feeling that they did not like the question because they are wary of giving a “black and white” answer.
These complaints notwithstanding, the rollout is gathering steam – good news for patients and families fed up with a lack of care and accountability in the health system. Indeed, according to the opinion piece below, “few would argue NHS patients would not be happier if more attention was paid to improving the experience of care.”
With regards to patients wary of giving a “black and white” answer, it is also important to note that the basic Net Promoter question of whether or not a person would recommend a service to their friends and family is just a starting point – follow up questions need to be asked to uncover insights which can enable an organisation to implement change for the benefit of its customers. We are very interested to see how this turns out – stay tuned for more in the coming months! Health Service Journal Health Service Journal (Opinion)
Everything Everywhere puts money where its customers are
Everything Everywhere – the company that runs both Orange and T-Mobile in the UK – has announced it is investing GBP 50 million in an effort to provide customers with specialized staff who will be experts on individual handsets and operating systems. The new approach follows trials which showed dramatic improvements in the resolution of issues at first point of contact and “double digit” increases in Net Promoter Scores (no word on scores, samples, or if the research was internal or third party however).
This is of particular interest to us here at CustomerGauge as it follows a number of companies we’ve reported on this year which have experienced significant improvements in Net Promoter Scores after making investments in customer service training (as opposed to outsourcing or cutting costs). Among them are American Express, EdgeWave, Enterasys, and Overstock.com
In related news, Everything Everywhere claimed it is ahead in 4G plans because its rivals “are too busy focusing on cost efficiencies, instead of innovation.” Are you an Everything Everywhere customer? Let us know your experiences below! ComputerWorldUK
Net Promoter in Mad-Men Ad Agency Land
In B2B Net Promoter News, Steve Parker, MD of MediaVest said the agency uses Net Promoter as a key measure of its relationships with media owners. Twice a year, MediaVest holds an event where they invite 150 media owners into the agency in order to tell them their story – with the price of entry being that the guests need to give MediaVest a Net Promoter score. The reason? “So we can start measuring the strength, depth, variety of our relationships,” he said. “We do the same with client service – we use Net Promoter as a key measurement of our relationships with our client service.”
The interview followed a presentation at Media360 by managing director of brand and customer experience at British Airways Frank van der Post, who discussed the challenges and importance of trying to track the value of marketing activity in the age of big data. MediaWeek
Intuit builds game plan on free advice
A few months back financial software provider Intuit announced that its customers were returning higher-than-expected Net Promoter Scores, due in part to free tax advice they were receiving from the company.
In its latest earnings call, the company claims that there are 40 million US taxpayers who currently prepare their taxes with assistance, but would be prepared to do it themselves digitally if they had the right tool. With this insight in mind, the company created a strategy built around attracting more of these taxpayers by providing free assistance. The company believes that this has helped improve its overall Net Promoter Score for its TurboTax product offering – and also helped increase its acquisition of first-time tax-filers, which grew by 34% this year. Seeking Alpha
Shoretel moves to Net Promoter
According to Peter Blackmore, CEO of unified communications provider Shoretel, the company has ranked above its competitors for eight years in a row in customer satisfaction. But in an effort to continue to improve its service offering, in the last 12 months the company has adopted Net Promoter – for which he claims the company has averaged a score of +63 for the past 6 months.
This is a high score in any industry, and it appears to be backed up by business performance. According to the same transcript, Shoretel is one of the few companies to gain market share in the last quarter, and is looking at a “very good” performance for the current quarter. Seeking Alpha
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Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.
Net Promoter News: Advanced Technology Services tightens screws, Darwinian Survival of the Fittest CE Brands in India, Weebly high NPS, MycroBurst in 70s, UK PM in NHS NPS push
Here we go gathering NPS in May – eyes down for the first Net Promoter Newsletter of the month… Brought to you weekly by CustomerGauge. Browse Net Promoter News, search by company tag or check out the back issues. To get a copy in your inbox sign up here.
Advanced Technology Services advances B2B Customer Satisfaction
High-end spanner twisters Advanced Technology Services (ATS) is the US-based provider of maintenance services to large manufacturing companies. Originally part of Caterpillar Inc, ATS became an independent privately-owned firm in 1996, and its revenues have been growing by an impressive 18 percent annually. According to CEO Jeff Owens, growth is due to relationship-building with its customers – small, but incrementally built up over time. ATS works to consistently delight their customers until the relationship eventually develops into something broad and long-term. The company uses Net Promoter to keep its finger on the pulse of these relationships, but has a strategic approach that seeks to improve on these scores year-on-year rather than a shorter timeframe.
Also of interest to customer loyalty junkies, Owens noted that “Before NPS, we did surveys on a scale of 1 – 10, and our guys really enjoyed getting 9’s and 10’s. The reason we moved from that is that we were trying to raise the bar, and say, “It’s not just that everyone is satisfied. It’s whether our customers would, unsolicited, recommend us to a friend or colleague.” That “unsolicited” part is really important.” Forbes
Sony, LG, and Panasonic most responsive to change in Indian business jungle
New research from Market Xcel that used Net Promoter to uncover purchase intent among Indian consumers has revealed that Sony, LG and Panasonic lead the pack as the most advocated brands in the consumer durables category.
The article goes into some detail about which brands are winning across different product types, but what caught our eye was an easily-forgotten pearl of wisdom offered by Charles Darwin that remains very relevant in today’s business jungle. According to quote in the article, “Darwin theorised that it is neither the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.”
It’s a great quote, and we’d add that proactively seeking feedback from your customers is the first step toward a building a change-responsive business – not just in terms of new products or offerings, but also in terms of building strong relationships and continuing to maintain your relevance.
For NPS fans, there is an excellent table of results featuring the brands and categories. PitchOnNet
PEER 1 Hosting aims for peerless satisfaction, not quite there yet
Online IT hosting provider PEER 1 Hosting this week announced the appointment of Gaye Andrews as its Head of Customer Service in Europe, Middle East and Africa (EMEA). The reason for the appointment appears to be closely tied to Andrews’ experience in rolling out an extensive Net Promoter program at RBS.
Regarding the appointment, UK MD Dominic Monkhouse, noted that “Passion and customer service are at the heart of what we do. Gaye’s experience of using NPS will be significant in driving forward our customer service and loyalty programs across EMEA, and ensuring we continually improve as a business.”
All sounds pretty straightforward, until you visit the PEER 1 website, where the company claims it has improved its Net Promoter Score “by 76% last year alone” – a somewhat confusing as it does not outline a benchmark, initiatives that may have contributed to the improvement, or who conducted the research. However, we do know that in 2010, the company claimed an NPS of +36. There is probably a mathematical formula in there somewhere to figure out, but we’ll let that go for now. The Hosting News
Profits, Net Promoter Scores are ‘Weebly’ high
To add to the list of companies that enjoy strong revenue growth that correlates with (in this case exceptionally) strong Net Promoter Scores, this week we have Weebly, an under-the-radar success story that has enabled its users create more than 11 million websites.
The six-year-old company has quietly grown into a profitable giant exclusively through word-of-mouth, fuelled by enthusiastic advocates that have propelled its Net Promoter Scores to +80. And for its next trick, it may just go public. Look out world! All Things Digital
MycroBurst pleases most of the people, most of the time
MycroBurst is a crowdsourcing site for companies and individuals who want custom logos and designs. It has a community of over 35,000 designers, who compete to offer clients designs for projects ranging from website logos to postcards. According to co-founder Joe Witte, the company’s NPS is above +70. And in related information, the company doubled its revenue in the last year. Reuters
And finally, Cameron gets NPS idea for NHS
It seems that David Cameron gets the “Net Promoter” bug, applying it to Britain’s National Health Service. Money quote: “Visiting NHS hospitals today, Mr Cameron will announce the “friends and family” assessment. “It’s very simple. It just asks whether patients, carers and staff would recommend their hospital to their families and friends in their hour of need,” Mr Cameron will say”. Daily Telegraph