|
Central |
Northern |
Southern |
Western (SA/NT) |
Western (WA) |
Overall |
Dec-15 |
38.0 |
39.7 |
37.5 |
36.2 |
32.5 |
37.7 |
Jan-16 |
34.2 |
38.5 |
38.9 |
37.2 |
37.6 |
37.2 |
Feb-16 |
29.0 |
33.8 |
38.2 |
35.0 |
28.8 |
33.5 |
(Note: figures current as at 19 March 2016)
February ended with another slight drop within the NPS data, now ending the month on 33.5. Placing ISGM further away from the NPS target of +46%. Providing a positive experience for every customer is a high priority, and this is now becoming a full focus with every one of your customers, as we look forward to an improvement in the March data.
At ISGM, we pride ourselves in providing exceptional service to our customers. NPS (Net Promoter Score) is a key indicator in determining how those customers view our service and how likely they are to become advocates for ISGM and its subcontractors. Raising our NPS performance requires a continued focus. When we get it right a satisfied customer tells five other people about a good service experience. By contrast, the average person with a problem eventually tells nine other people. You can see the importance in ensuring that the experience you provide the customer is a positive one. Through observations, verbatim comments and customer discussions we are learning what they want from us and how we can improve. We are listening and the answer to improve customer advocacy is an easy one.
Our customers who rate us poorly are saying that:
- CCT’s do not always talk about the survey with the them
- CCT’s do not always leave the 14DCC
- CCT’s do not always Call on Approach.
Why is something like this so great? Because it is a simple, easy fix. We have full control of improving the customers experience by implementing a number of key actions that can directly influence the overall customer experience:
- Ensure that you call on approach for every one of your customers
- Make sure that each Telstra customer receives a 14 Day Customer Card (unless the customer is a medical priority or NIA)
- Take the time to highlight to the customer that they will receive a survey. Remember to explain that the second question is the most appropriate opportunity for the customer to recognise the service you provided on the day.
We are always working to provide great customer service. These actions will improve the experience for the customer and increase the number of advocates in the community.
Central Region:
Akbar Pathan from Zaib Aust Pty Ltd (TM: Scott Hughes)
“The technician who came to fix the problem did a wonderful job. He knew what he was doing and he explained all the steps that he was carrying out..”
Raghavendra Pothori from Phoenixia Pty Ltd (TM: Ivan Brisot)
“Technician was polite and explained what he was doing..”
Northern Region:
Paul Steed from Double the Data Pty Ltd (TM: Peter Brighton)
“The Telstra technician took the time to explain what had happened to my landline and had a very friendly approach to the customer”
Stephen Smith from Tech2Home Communications Pty Ltd (TM: Chris Clements)
“The technician came as said and was very helpful and polite.”
Southern Region:
Pravin Nair from Bharata Telecom Pty Ltd (TM: Steve Manning)
“The technician was punctual and did the service right.”
Bradley Anderson from Best At Communications Pty Ltd (TM: Lachlan Wright)
“Polite, courteous & extremely helpful.”
Western (WA) Region:
Riteshkumar Patel from Om Sai Tek Pty Ltd ATF OM SAI TEK UNIT TRUST (TM: Mark Adams)
“Technician was polite and efficient – I have always been with Telstra because most times u get it right”
Ryan Kingham from Fault Busters Pty Ltd (FSM: John Stopp)
“Excellent, competent and above all considerate service. A very courteous and kind technician.”
Western (SA/NT)
Kaushalkumar Patel from Guru Tek Pty Ltd (TM: Bec Hill)
“tech came early sat and was friendly and helpful”
Chris Connole from Quokka Telecommunications Pty Ltd (TM: Bruno Tarraran)
“Very competent knew what he was doing and was able to answer all of my questions.”
The post NPS update: Improving the customer experience appeared first on ISGM.