Embedding NPS Disciplines
1. Top Down & Bottom Up Initiative Development
It is not enough to just measure your NPS you have to take regular action in a disciplined manner. We show our clients how to uncover insights and then take action top-down via a cross functional team to address organisation wide issues. In addition, we also recommend processes where local frontline teams examine their team results and then develop local initiatives. All these initiatives need to be communicated to the Program Governance team for information and larger initiatives for approval.
2. Program Governance
Successful NPS implementation needs an organisation to take responsibility as a whole, from the executive to the frontline staff. Program Governance is a customised process of defining the appropriate roles, agenda, and processes that your organisation requires to form its own NPS Governance Committee. This committee will be responsible for the performance of your NPS and will keep your NPS efforts on track in today’s dynamic business environment.