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Net Promoter News: NPS beats Nokia Sales KPI, Kaiser Permanente is health leader with Aetna the 'wannabe', Kodak Gallery clicks with users.

Nokia takes NPS as KPI for Lumia 800


A few weeks back we reported on Nokia and how a campaign in Mexico and Indonesia to launch its range of Asha phones led to Nokia’s Net Promoter Score increasing to its “highest ever level” in these regions.

This week at the Credit Suisse Group Technology Conference, the company discussed its plans for the Nokia Lumia 800, which is a key part of its growth strategy.

According to CFO Timo Ihamuotila, the company has adopted Net Promoter as the most important KPI for this phone, and at this point, it has the highest Net Promoter Score of any Nokia device launched.

For interest’s sake, we took a look at a couple of Lumia 800 reviews just to see if customers and hacks are on the same wavelength when it comes to how satisfied they are with the product. Engadget, CNet and TechRadar seem to agree it’s a pretty good phone – in some ways very good. So far, so good.

In the presentation, the company did not give specific scores, so if we presume that reviewers and consumers share roughly similar sentiments toward the phone, it’s probably a safe bet that in terms of NPS the Lumia 800 still trails the iPhone and leading Android devices by some degree, despite its high scores compared to other Nokia devices.

As to whether that’s enough to turn around Nokia’s momentum, we’ll have to wait and see! Seeking Alpha

Kaiser Permanente – the health insurer that could….


Last week we briefly mentioned that major US health insurers were viewed poorly by many customers. According to recent Net Promoter research, the average score for health insurers is +4, which compares unfavorably with more glamourous sectors such as tech (Google +56, Apple +68) or travel and hospitality (Virgin America +66, JetBlue Airways +64).

But is this really a fair comparison? For starters, health insurance is a utility. Like banks, which had similarly low Net Promoter scores, people need insurance, but needing something doesn’t necessarily mean that emotional engagement follows. Furthermore, the chances of a customer relationship with a health insurer souring are significant – if someone has a claim rejected they can have a strong negative reaction to their insurance provider, whereas approved claims may often be considered basic service.

So based on these factors, would it be reasonable to assume that health insurers should not aim for Net Promoter Scores similar to that of a JetBlue or Apple?

Not so fast. There was one outlier in the research – Kaiser Permanente, which scored +33. According to the article below, this is down to two key reasons – one being that Kaiser delivers health services, rather than simply a health plan, and two that it leaves competitors in the dust when it comes to providing the right customer service when people need help.

Hopefully, leaders such as Kaiser Permanente will help other insurers, banks, and telecoms to develop out-of-the-box strategies to put customer-centricity at the core of what they do. And who knows, maybe someday we’ll see a Kaiser beat an Apple. Insurance Networking News

.…and Aetna – the health insurer that wants to

So Kaiser Permanente leads major health insurers for the moment. Aetna is one of the worst-performing , with a measly NPS of -11. But according to one pundit, Aetna is on the path to making up at least some of its lost ground.

In articles across several publications, Dave Chase, CEO of patient portal & relationship management company, argues that the company poised for a “remarkable reinvention,” reminiscent of the turnaround engineered at IBM by Lou Gerstner in the 1990s. He cites four key insights driving the coming turnaround. Of most interest to advocates of building customer-centric business such as ourselves is insight number two:

“Simply going through traditional channels of employers and providers won’t allow them to reach all of their target market. They have to create new pathways to the ultimate consumer. For a bunch of reasons, healthcare is becoming a more consumer-driven market so they must build or acquire that skillset.”

While we might argue that insurers who had earlier recognized healthcare as a consumer-driven market might already be sporting an NPS of the likes of Kaiser Permanente, we won’t quibble with the sentiment that American health insurers would be well-advised lose their lumbering dinosaur mentality and get their customer service act together, pronto. Forbes, TechCrunch

Kodak Gallery captures more than Kodak moments


More than 75 million people worldwide manage, share and create photo gifts online at Kodak Gallery, and based on the imaging innovator’s recent customer satisfaction and Net Promoter scores, it would be a shame if Kodak's recent financial woes prevented it from growing in the way it deserves to.

This week, the company announced a year-on-year customer satisfaction increase of 30% and Net Promoter Score (NPS) increase of 57%, which it attributes to acting on issues that were uncovered by cross-channel investigation.

The most significant of these was a surprisingly simple change. Visitors wanted to be able to download photos from members – no surprises there – but because the option was disabled by default, many visitors weren’t aware it existed. This was also reflected in customer service analysis, as there were a significant number of questions about how to enable the feature.

According to the press release, changing the default setting saw a whopping NPS increase of 33%.

Remember, folks, sometimes it’s the little things in life that make all the difference. Food and Drink Digital


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Next Up: Net Promoter News: OKC Thunder N-P-Sanity at +91, HireVue, and Staffer gongs, plus Virgin America, Apple, Kaiser Permanente lead in US paneller; Facebook, Wachovia, American Airlines droop.

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