NPS BASICS AND BEYOND
Who’s to Blame When Employees Don’t Take Action on NPS?
Motivating Employees to Act

Who’s to Blame When Employees
Don’t Take Action on NPS?

key takeaway

Your NPS program suffers when employees don’t take action on all the great customer data you’ve given them, but resist the temptation to play the blame game. Start by understanding what underlies the behavior.

Best Practice

The magic formula for getting your employees to act on NPS data is making the behavior both easy to do and something they are motivated to do. Making something easy to do requires two things: process and training. Without prescribed processes, supported through training, inertia takes hold. In such scenarios we often hear comments like, “I’d like to help with improving the customer experience, but I don’t know what to do.”

Yet clear process alone isn’t enough because it doesn’t create motivation. People need to understand the why, the value of the exercise, the impact of what they are doing. Only then will they be motivated to carry out the processes you have laid out for them. Sharing examples of “wins” from taking action is a great motivator. Some examples: The follow up with a client whose needs were not being met revealed an opportunity for an upsell to a better solution; The decision maker for a large software contract was hearing repeated usability complaints from the users and root cause investigation led to a training session that solved the issue.

While many organizations use financial incentives to “motivate” employee behavior, helping employees understand that treating customers well is simply the right thing to do is a more powerful source of motivation. The CX team can play a key role is establishing a customer centric culture throughout your organization.

You will also want to leverage reporting and the use of triggers to further empower your employees to act. It’s not uncommon to see customer feedback data being distributed in a very fragmented way, without clarity and accountability. Keep in mind the reporting needs to be role-relevant, distributed to those who are accountable, and deliver clear direction. Triggers to highlight the urgency to act can be included in reporting distribution to make it even easier for employees to do the right thing.

go beyond taking action with nps data

A strong program based on these fundamental NPS best practices will have robust follow up and clear plans for acting on insights, but your follow up and actions are only as good as the data set you have. Plan now to take your program to the next level by expanding your data set so that you have reliable insight on the complete customer base. For that, you’ll need predictive scoring, or Spectrum NPS. To get there, download our guide, take our comprehensive training course, or read about the future of NPS.

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS
Manifesto

REPORT

The Complete Guide to NPS Basics and Beyond

TRAINING

Leading an Outcome- Oriented
CX Program

REPORT

The New NPS Manifesto

ABOUT OCX COGNITION

OCX Cognition delivers the future of NPS. We ensure customer experience success by combining technology and data science with programmatic consulting. In our Insights section, we present a comprehensive and evolving collection of resources based on our research and expertise, collected for CX leaders committed to delivering business outcomes.