IS YOUR NPS PROGRAM A REGULAR SEDAN OR A RACE BRED FERRARI?

The Net Promoter Score is just a means to an end. Your organisation’s Net Promoter program truly comes to life when best practices become an integral part of your organisation’s culture and a livid discipline. With customer requirements being heavily influenced via the digital world today, is your Net Promoter program adopting newer methods to stay in the league? To enable brands to identify the strengths and weaknesses in their NPS program, Engaged Strategy has designed a FREE and quick Mini NPS Audit.

As a customer-obsessed Senior Executive/CEO or the go-to NPS driving force within your organisation, do the questions below resonate with you?

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  • Do you want to know how effective your NPS program is currently and what your next steps are?
  • Do you believe that your current Net Promoter Score would increase if you had greater staff and executive engagement?
  • Would you like to emulate the practices of loyalty leaders across categories?
  • Are you unhappy with your current Net Promoter Score or increases achieved in recent times?

If you’ve said Yes to at least one of the above questions, then it is time to reassess your NPS program to understand if you are doing it right. Engaged Strategy’s Mini NPS Audit helps you identify for FREE what’s working and what’s not in your NPS program across six key dimensions in approximately 5 Minutes:

  • Granular Measurement of key aspects that enable the delivery of excellent customer experience
  • Best practices in Governance within an organisation
  • Multi-level Training of specialised skills across relevant departments
  • Regular Action to ensure NPS becomes an organisational discipline
  • Staff Engagement to ensure understanding and commitment to the specific roles required
  • Insights that go beyond statistics

Start your NPS Mini Audit Now

To add more food for thought, we will also send you a complimentary report comparing your NPS with that of other participating organisations. If you would like to know more about the NPS Mini Audit and how it takes just about 5 minutes to provide you with high-level beneficial data immediately, click here.

RACING AGAINST TIME? FIND OUT WHY YOU NEED TO AUDIT YOUR NPS PROGRAM
IN UNDER 2 MINUTES. WATCH THIS VIDEO

The immense economic value of a strong Net Promoter Score has been verified by independent studies across the world. Many profess that by 2020 customer experience will become the key brand differentiator, even surpassing the product itself. Engaged Strategy’s studies also support this. As we stand at the threshold of this transformational CX era, watch this video to find out why it is a call for urgency to audit your NPS program in these times:

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CUSTOMER EXCELLENCE AWARDS
BRANDS THAT CUSTOMERS LOVE

Engaged Strategy’s benchmarking studies this year across five sectors – banking, superannuation, health insurance, motor insurance and property insurance – highlighted key brands that are an inspiration in terms of customer experience excellence. In our previous newsletter, we mentioned that we would soon announce the winning brands that have demonstrated excellence in pivotal domains of customer experience. Here they are:

  • Customer Felt Most Cared For Brand Award_Engaged Strategy Blog

RECOGNISING CX EXCELLENCE OF AHM & QSUPER

In November, Engaged Strategy awarded winners of our Customer Excellence Awards drawn from our 2018 Consumer Recommendation & Loyalty Studies across both the health insurance and superannuation sectors. AHM earned the highest Net Promoter Score among Australia’s health insurance providers, becoming the Most Recommended Brand in this sector. QSuper was awarded for being rated as the Most Recommended Brand in health insurance, as well as for being rated by customers as a brand with the Strongest Reputation and one that made them feel Most Valued within this sector.

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We presented AHM with the Most Recommended Brand award for having the highest NPS in the health insurance sector. Over 1000 Australians participated in our benchmarking survey for the health insurance sector where AHM achieved an NPS of 3 per cent. This is way above the lowest scoring brand in the sector at -26 per cent and the category average which is at -2 per cent.

The award was presented by Engaged Strategy’s Managing Director Christopher Roberts to AHM’s General Manager, Jan O’Keefe, in a ceremony at the AHM office in Brisbane on November 12th, 2018.

Engaged Strategy’s Managing Director Christopher Roberts (third from right) with the AHM team that accepted the Engaged Strategy Most Recommended Brand Award 2018 for Health Insurance in Australia.

On November 23rd, Christopher Roberts addressed a packed meeting room at QSuper announcing three customer excellence awards for the brand. The atmosphere was infectious as Christopher presented QSuper with the Most Recommended Brand in superannuation in Australia, and for also being rated by customers as a brand with the Strongest Reputation and for being the Most Proactive. The awards were accepted by Neil Sheppard, Head of Operations, QSuper.

Engaged Strategy’s Managing Director Christopher Roberts (right) presents the Most Recommended Brand 2018 award in Superannuation in Australia to Neil Sheppard, Head of Operations, QSuper.

QSuper’s Head of Operations, Neil Sheppard, and his team members with the Engaged Strategy Customer Excellence Award certificates for Most Recommended Brand, Most Proactive and Strongest Reputation.

RINGING IN THE CHRISTMAS CHEER

It’s been a fabulous and busy year with interesting insights revealed from our independent benchmarking study. Analyses of why certain brands made it big and others didn’t revealed interesting details of NPS programs that even surprised us in certain instances. We designed a proprietary benchmarking analysis tool as well that provides you with instant, integrated insights into your NPS performance. These insights link NPS with related customer experience, brand perceptions and key interaction measures across individual brands, which makes it easier than ever to identify strengths and weaknesses against competitors.

After all the hard work and the excitement that came packaged along, we at Engaged Strategy are geared up to ring in the Christmas cheer with a nice long holiday. Our offices will be closed from December 22nd, 2018 to January 6th, 2019. We will be back with new vigor and more interesting products and services to offer in the coming year. Meanwhile, if you wish to contact us, please drop us an email at enquiry@engagedstrategy.com.au. We will try to get back to you at the earliest.

Until then, wish you all the best of health and fortune.

Merry Christmas & Happy New Year!

THOUGHTCATALYST

NPS Audit

Servicing a car and servicing a racing car are two different stories. Is your NPS program a racing car?

Has your NPS Program
been serviced lately?

Power of Customer Recommendation

Even some of the largest corporates have low NPS scores. What could be the missing link in their NPS program?

If NPS was easy,
everybody would be a winner

Customer Excellence Awards

Find out which Australian brands make their customers feel the Most Valued and how in our latest blog.

When customers feel Valued,
half your battle is won