Customer experience, undeniably, is important in any business today. However, in a healthcare business, its importance is accentuated manifold. It would not be incorrect to say that no other industry sees a closer bond between the customer and the service provider than the healthcare industry. Further,...
Initiatives such as the Net Promoter Score (NPS) can yield maximum results when they become the DNA of the organization. In spite of all the advantages that NPS possesses, getting an organization-wide buy-in into this is not easy. So, nothing like a few quick and...
One of the first few questions that organizations ask after adopting the Net Promoter Score (NPS) is whether they should set NPS as a Key Performance Indicator (KPI). While the intention behind such a thought could be to ensure that the team is serious about NPS,...
Today, almost every business around the world is using NPS Survey to measure and improve its customer experience. The Net Promoter System Blog lists over 200 companies across 10 industries that are using NPS. Certainly, that's only a fraction of the total number of companies conducting...
One of the most critical components for the success of Net Promoter Score (NPS) is closing the loop on customer feedback. The oft-repeated mantra for customer success is: Closing the loop is not a choice; it is the responsibility and duty of an organization. Closing the loop entails acting...
The famous management guru Peter Drucker said: “What gets measured gets managed”. However, the biggest mistake that most organisations make is setting targets too early, before they have a good sense of what the score will be and what improvement is possible. Typically these targets...
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