Most people that know anything about customer service or CRM understand NPS.
It’s used by so many companies in so many ways and when you understand what NPS looks like then you realise you’re being ‘NPS’d’ a lot of the time as people ask you questions with 5 stars or “would you recommend a friend”.
Part of our project building over the past 2 years with Carl in the practice has been to develop our NPS collection system for patients but when we were doing this with patients and delegates who attend the course, we realised that one of the most important NPS measurements we could do is for your team.
Team SKY started this with an App some years ago where they just questioned all their staff including the bike mechanics and healthcare professionals every day and just got an objective score at the end of the week about how the team were doing.
And so, now in the clinic our NPS iPad stand sits upstairs and staff can tap it any time they want and as often as they like.
At the end of the week, we get a score and apparently anything above 40 is pretty good and the score during the first week was 53.
The first weeks score for the patients was 73 and the first Academy score was 100.
I’m reliably informed that anything above 40 is seen to be brilliant in British customer service so perhaps it’s time for a drink and then move on to try to get the scores up a bit more.
Blog Post Number - 3027