Cases in Other

This is the story of NPS in an emergency. You’re a young, well-liked, cheeky upstart brand. You’re famous for taking on new sectors and turning them upside down, challenging business models, prices and customer communications. You decide to enter the UK’s reviled cable TV, fixed line and broadband sector, with its reputation for appalling customer service. You’ve got one shot to rescue customer perception. You get NPS and you want got get it right.

This is a study in how to succeed with NPS in the face of scale and structural complexity. The client was a billion-dollar builder of diesel truck engines, operational in 120 countries, serving 22 market segments, through five business units and 300 hundred franchised repair centres. Results were notably patchy and overall NPS scores had started to stagnate. The Director of Customer Service Excellence asked our associate to review and refresh their worldwide NPS programme to reach all key pain points, deliver greater consistency and drive growth in strategic areas.