NPS Ecosystem
Name the four pillars of NPS
rNPS, pNPS, tNPS, eNPS
What is the goal for Alert Completion?
92%
What are the 5 Key behaviors that make up "GREAT"?
Greet, Relate, Explore, Ask, Thank
This time is to thank our teammates for all they do to create an amazing customer experience every day and in every way.
Customer Service Week
What year did we declare focus on being "Relentless about Reliability"?
2022
What does rNPS stand for?
Relationship - How likely are you to recommend us to friends and family
Calling customers back improves future tNPS by how many points?
3-8 Points
What percentage of our customers who are reached out to feel more positive about Xfinity?
81%
All about celebrating the connections we make with our customers and creating brand love moments that give them something positive to talk about.
Xfinity Love
1/3rd of our ____ ____ are resulting in customers signing up for Xfinity Rewards
Promoter Emails
Using the Net Promoter System, what determines our Promoters?
9's & 10's
What goals make up CX Champion
Promoter Emails, Xchange Recognition
Finish this sentence - 78% of consumers have bailed on a transaction or not made an intended purchase because of?
A poor customer service experience
Name our Sales & Marketing CX Ambassadors (First names are fine)
Hailey, Chris, Sam, DeShawn, Marion, Raul & Kevin Stephens
A new live TV streaming service accessible via the Xfinity Stream app, it includes more than 40 popular channels and on-demand content from A&E, AMC, Hallmark and Warner Bros. Discovery. It also includes a 20-hour DVR and access on three concurrent streams.
NOW TV
Approximately how many people took a pNPS survey in Q1 nationally?
512
What tool do we use to email promoters?
Medallia
Finish this sentence - 70% of buying experiences are based on what?
How the customer is treated
A time for free-flowing conversation among team members, in order to surface opportunities for improvement and brainstorm solutions.
A huddle
What are the three "C's" of Customer Engagement?
Confidence, Connection & Convenience
Name one pNPS survey that's coming up on July 8th.
myPerformance, Sprinklr, Timeline, Xchange
_____ _____ Should be our Best Product
Customer Experience
What year did Comcast adopt the NPS model?
2015
A dedicated event for Supervisors and above to align and refresh our Net Promoter Score (NPS) work practices.
NPS Day
What are the 6 pillars of Unrivaled Customer Experience?
Xfinity Love, Reliability, NPS Work Practices, Customer & Teammate Effort, CX Communications & CES 2.0 (Customer Experience Scorecard)