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Net Promoter News: The BBC doubles up on Net Promoter, ‘Big Four’ Australian banks short changing on customer service, Volume beats Client Services Drum with Digital Census Win


The BBC’s iPM takes pulse of Friends and Family….

[caption id="" align="alignright" width="285"]The Beeb's Radio 4 tunes in to Net Promoter. The Beeb’s Radio 4 tunes in to Net Promoter.[/caption]

On BBC 4’s iPM program, the National Health Service’s (NHS) Net Promoter-based Friends and Family Test again comes under the (clinical) microscope. The show includes a short interview with Rob Markey, in which the co-author of The Ultimate Question 2.0 is asked if you may need a fundamental or cultural change within an organisation to make the Net Promoter System work. His answer is unequivocal:

“There is no ‘may’ about it. The Net Promoter System is a lever for cultural change. The whole point of it is to create culture change.”

Explaining the system to the audience, he notes “The essence of what makes Net Promoter powerful is buried in what Enterprise was doing with it. So it’s not actually the score itself, but it’s how they were using it. And that is, they were taking the feedback from individual customers and delivering it right away to the employees who needed to hear it.” 

The discussion goes on to include some hard questions about current methodology – including one hospital that recorded a magnificent NPS of +100 – with only 15 responses. Markey notes that any customer metric can be gamed, and firm measures should be taken to counteract this possibility. However, he argues that the key is to have a system in place that people in that organisation view as beneficial to learn from. “So that they believe deeply that learning can only be done when you get honest feedback from the right people,” he says.

Criticisms over methodology aside, also interesting for Net Promoter fans is the vision that the organisation has for the program. Tim Kelsey, National Director for Patients and Information at NHS England, claims that data previously collected by hospitals falls short.

“Hard edge clinical statistics,” he says, are “not enough to really get to the heart of what it is that the customer, the patient, the carer, the citizen wants from their local health service.” He goes on to describe Friends and Family as “launching a revolution in trying to support hospitals to listen better to their patients.”

To find out more, listen to the recording, or download the transcript.

…and the BBC’s Bottom Line toplines Net Promoter

Also on BBC 4, business program The Bottom Line discusses trends in consumer research with two ad agency execs (Cilla Snowball of Abbott Mead Vickers BBDO and David Jones of Havas) and one retail CEO (Ian Cheshire of DIY group Kingfisher).

Two of the three - Cheshire and Snowball – discuss how they use Net Promoter within their organisations.

We track questions like ‘Would our customers recommend us?’ quite closely because that tends to predict future sales.” It’s something that we track around the world,” says Cheshire.  “If there’s one business I would say all businesses should look at, it’s the Net Promoter Score,” he adds.

“We’ve got about 70 client customers and we ask them regularly on the Net Promoter Score measure and I look at that as a dashboard to see how happy our customers are with us,” notes Snowball.  Research Live BBC (recording)

Volume beats Client Services Drum with Digital Census Win

Volume-YTBg-V9-090413-youtube-AP-no vSpeaking of agencies that use Net Promoter, B2B digital and innovation agency Volume, a CustomerGauge user, has been recognised in the Drum Digital Census as the winner of the Client Feedback for agencies with 100+ digital staff category.

Since implementing its program in January 2012, the agency has seen its scores increase substantially among key accounts, and feedback gained from customers has helped increase client retention and enhance relationships to a point where earlier this year, the agency announced an NPS of +60. Due to the fact it has been tracking and building on its Net Promoter Score for a period of time, the organisation had objective data to support its belief that it could perform well in any situation in which clients were asked to rate the agency.

A huge congratulations to the Volume team for this award, and we are delighted that the CustomerGauge platform plays a role in the organisation’s stellar customer loyalty. Press release

‘Big Four’ Australian banks short changing on customer service

New NPS-based research into Australian banks has revealed that the four majors –  NAB, Commonwealth, ANZ, and Westpac – which account for the majority of market share, lag behind smaller rivals when it comes to customer loyalty.

The four majors have an average NPS of just -8.6, compared to the leaders, smaller rivals Bendigo at +11.57 and runner-up Suncorp, at +11.25. Second-tier banks had an average of +6.3.

This is a potential point of real business pain for the big banks. According to Engaged Marketing, which conducted the study, “Our research shows that for every one negative comment made about a bank, it takes around five positive referrals to negate the damage. A bank may do many good things however one negative comment can have a devastating effect as bad news travels fast, especially nowadays with social networking. This makes achieving a positive customer experience, first time, more important than ever.”  Press release 

In brief

  • The top global ski resorts as identified by 21,000 people are Whistler in Canada, with an NPS of 68.8,Obergurgl & Hochgurgl in Austria (60.2) and Banff in Canada (58.3). Travel Mole
  • South African telco Vodacom’s CEO Shameel Joosub has reported that since he took over as chief exec last year, the organisation has seen a 25% year-on-year reduction in calls to customer care, related to improvement in market share and “a big uplift in customer Net Promoter Score.” Business Tech

Next Up: Three Reasons to join the 2013 CustomerGauge User Event on 9-10 October

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