NPS
What does the acronym 'NPS' stand for?
Net Promoter Score
What is Andrew's ambition for NAB?
To be the most customer-centric company in Australia & New Zealand
To the nearest Hundred, how many complaints did we receive in Business Lending in January 2025? A.400 B.500 C.600
C. 600. We received 635 complaints in Business Lending in January
On the NPS scale of 1-10, what is the range associated with Promoter?
9-10
On the NPS scale of 1-10, what range is associated with detractors?
1-6
What is the Revenue value (in $M) of a %1 drop in NPS? A.$50M B.$60M C.$70M
B. ~$60M in BPB
How many Must Win Battles have we identified to drive customer advocacy?
A. 15 B. 20 C. 25
20
To the closest thousand, how many complaints did B&PB receive in the month of January?
A. 8k B. 9k C. 10k
8000 (8,073)
How much more revenue do NAB promoters generate on average? A.1.5x B.2.0x C.2.5x
C.2.5x
What percentage of Micro & Small Business customers were detractors in January 2025? A.<25% B.25-30% C.>30%
b. 25-30% / 29%
What firm created the NPS Framework? A. Bain B. McKinsey C. Accenture
What is the official name of the Business Lending Must Win Battle?
Apply for a Business Loan
What is the theme of the top complaint in Business Lending in Jan 2025?
Delay/mistake during application/account set up
How many friends do NAB promoters refer to NAB on average? A.2 B.5 C.7
B. 5
What NPS score did this customer give? “Banker told us it would be easy peasy, so we went ahead with our purchase and then he wasn’t able to deliver. His communication was poor and rude at times”
A. 0 B. 1 C. 2
0
What is the January Medium & Large Business NPS score?
A. 2 B. 4 C. 6
6
What are the top 3 Customer Advocacy drivers of the Business Lending Must Win Battle?
A. Speed B. Ease C. Communication D. All of the above
Ease, communication and speed
What product gets the most complaints in BPB?
Business Transaction Accounts (~1500 a month)
What is the #1 brand for Customer Experience in Australia in 2024 (according to KPMG survey)? A. Atlassian B. Canva C. MECCA
C. MECCA
How much more likely, to the closest percentage, are Detractors to churn, than Promoters?
A. 25% B. 35% C. 50%
50%
How do you calculate NPS?
Subtract % of detractors from the % promoters
Poor experiences within an organisation are responsible for what percentage of of revenue losses? A.5.3% B.7.1% C.9.5%
C. 9.5%
DOUBLE JEOPARDY
NAME THIS SONG
How many more times expensive is it to acquire a new customers versus keeping a current one? A.2x B.4x C.6x
C. 6x more expensive to acquire a new customer
According to Bain, up to how many times more valuable over a lifetime are Promoters than Detractors?
A.6x B.11x C.14x
C. 14x