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On the 15th of November last year I visited the event “Digital Marketing in 1 day” in Bussum, the Netherlands. One of the sessions I attended was from the Dutch Insurer Nationale-Nederlanden (NN) where Jaap Wilms, Programme Manager NPS, presented vividly and enthusiastically his NPS case to the audience.
Jaap Wilms was so kind he translated the Dutch presentation into English to show his work, process and benefits of NPS to a wider public.
Have a look at the NPS case study, his presentation, below!
NPS Programme – Nationale Nederlanden by Jaap Wilms – Programme Manager NPS
NPS is great from an (stakeholder) engagement and management perspective. Through the feedback of end-customers, employees can learn and be accounted on their performance. Ultimately, the customer experience is the measure of success of the employees and other business partner’s experience and output.
Like mr. Branson says, a business needs to take care of its employees, they will take care of the customers and the bottom-line. NPS is a holistic tool that brings insights in these three aspects.
As we’ve have reported previously, research by the Institute of Customer Service showed that poor employee attitude is the most common cause for customer complaints. Unfortunately research has shown that 71 percent of employees are not engaged, which can be one of the causes.
Research by Aon Hewitt showed that employee engagement and strong reputation are directly linked.
Gallup Global Practice Leader Ed O'Boyle from Gallup elaborated in an interview that when an employee connects emotionally with a customer, it has profound implications for a company's productivity and profitability.
How can this be measured and directed? Exactly, the Net Promoter Score.
The outcome? A very powerful one.
Gallup found that when organisations engage both employees and customers, they achieve a 240 percent boost in performance.
Are you integrating NPS as a measurement to ultimately boost your performance and enhance your experience systematically?