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Life beyond NetPromoter Scores
Well, the first thing that seems to have changed is the NetPromoter Score. This has risen from +30 three years ago to +50 and higher.
But whereas in 2009, NetPromoter was the only metric that was tracked, there are now two measurements that their staff are rewarded on– their Right First Time and their individual NetPromoter Scores (NPS).
Lynda Campbell
Lynda Campbell
“The problem with the NetPromoter Score was that so much of it was outside of the customer service advisor’s control,” said Lynda Campbell, General Manager at British Gas. “Every time that we put up our prices the NetPromoter Score would drop by 10 points.”
From next year, British Gas are looking to shift their people’s reward to incorporate the loyalty-building experience questions instead of individual NPSs
