Adding the NPS element to your KPIs
DataNoble uses the Net Promoter Score (NPS) research model to calculate a set of ratings for each account manager, division and segment of an organisation. This allows us to contribute these ratings to the overall calculation of Key Performance Indicators (KPIs).
The goal of the NPS/KPI process is to enforce an improved customer focus initiative throughout your organisation’s sales staff. This is a collaborative exercise and requires the involvement of your organisation’s human resources and sales executives.
The process starts with the facilitation of a series of creative workshops to get the input (and buy-in) of all account managers by allowing them to recommend the criteria that they will be measured on. Next, a questionnaire is designed and the project is launched to the sample population. Throughout the research process, should the DataNoble research assistants come across a customer with a complaint, it is immediately escalated back to the responsible account manager via the DataNoble CXM Platform. This allows for immediate incident resolution and means that by the end of the project, all urgent customer queries have already been resolved. With each repetition of the project, the account managers should see an increase in their average ratings, due to increased customer engagement.
In this example, a Net Promoter Score is calculated for each account manager per semester. The final column of the table, on the far right, indicates whether a manager's NPS shows an upward or downward trend.
Customer retention is central to the KPI process. Read more about DataNoble’s Net Promoter Score options and B2B Research research.
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DataNoble's research consultants are standing by to create a full outline on how to design a custom survey project to meet the strategic objectives of your organisation. Use the contact page to send us a message.