Promoters
This single question allows us to track promoters and detractors and measures how our customers feel about their overall experience with Comcast Business.
“How likely are you to recommend Comcast Business to colleagues or others? or Net Promoter Question.
This system encourages our employees, managers and supervisors to own every interaction with the customer and to consider everything from the customer's point of view.
Net Promoter System
Employee Shout Outs + eNPS + Elevations
Employee Feedback
Effective August 25, 2016, a new NPS survey launched on what Xfinity App?
Xfinity Stream App
An ongoing survey that measures how customers feel about their overall experience with Comcast as a brand.
Relationship NPS (rNPS)
Customers who are loyal and enthusiastic supporters, and will tell others to choose us. They score us at a 9 or 10 in terms of their likelihood to recommend us?
Promoters
What is formula to calculate Net Promoter Score?
% promoters - % detractors
rNPS + Customer Callbacks + tNPS
Customer Feedback
A training manual and resource for our managers and employees to understand and adopt the Net Promoter System.
Playbook
A measure of how loyal a customer is, or how strongly our customers will “advocate” for us.
Customer Advocacy
Comcast's best product and top priority?
The Customer Experience
A simple, easily understandable score that shows our progress in the making of the customer experience our product.
Net Promoter Score
pNPS
eNPS Shout Outs
This type of customer is satisfied, but not motivated to recommend us.
Passive
These customers that are dissatisfied and often angry, scoring us at a 0 to 6 in terms of their likelihood to recommend us.
Detractors
3 cycles of NPS that take place simultaneously and continuously?
Customer experience feedback cycle, Employee satisfaction feedback cycle, Elevation cycle
How we ensure customer feedback reaches the right people and solutions are communicated back to elevating teams.
Closed Loop
What are the key principles of NPS?
Listen, Learn, Act
These customers score us at a 7 or 8 in terms of their likelihood to recommend us.
Passive
New actions and steps put in place to inform how we work together and interact with our customers. This includes huddles, coaching, call backs and elevations.
Work Practices
What are an opportunity to cheer on and thank colleagues as well as recognize hard work, collaboration, and more?
eNPS Shout Outs
This helps us understanding our position versus those of our competitors.
Competitive Benchmark NPS
When did Comcast launch NPS enterprise wide?
2016
This recurring survey measures how our employees feel about Comcast as a place to work and about our products and services.
Employee NPS (eNPS)
These are quotes and feedback from customers regarding their experiences, captured through multiple open-end questions in the survey.
Customer Verbatim