Customer experience is more like an iceberg. You could see the numbers and trends on the surface, but dive deep down and you’ll discover what actually drives it and, more importantly, how your company can achieve business goals making improvements on the basis of customer feedback. So why should you collect text feedback rather than scores?
http://customerthink.com/customer-feedback-is-much-more-than-a-score/
Does EasyJet do well in NPS? According to npsbenchmarks.com EasyJet ranks at a -16. Not good. This is far below the mainline carriers such as British Airways, Lufthansa, or other carriers In Europe. But when your point of comparison is US domestic providers they kick it out of the football arena (or at least through that net thing at the end of the field). Did they have a good day? Maybe. But based on my experience traveling both in the US and Europe, air travel in Europe is a dream compared to the United States.
According to the same site, all US providers are in the positive side of NPS with Southwest at 62, Jet Blue at 59, Delta at 41, United at 10, and American Airlines at 3. Would it be fair to conclude EasyJet has worse service than all the mainstream US providers? Based on NPS alone you might be tempted to say yes.
I would argue it is an unfair and unwise comparison. In fact, this is one of three fundamental reasons why cross-cultural comparisons of many attitudinal metrics (including NPS) are fraught with problems that make their comparison problematic.
http://customerthink.com/a-cx-no-no-cross-culture-nps-comparisons/
It’s easy to talk about the importance of customer input. You bring it up in a meeting, everyone nods in agreement, and you feel smart.
It’s another thing to actually invest time gathering and analyzing customer input. As important as this data is, the act of obtaining it is no different than any other business activity: you’ll need to show a return on the investment you put in.
Luckily, there are several metrics that you can easily connect with the insights you derive from customer feedback.
http://customerthink.com/5-ways-to-prove-the-roi-of-customer-feedback/
Customer experience, undeniably, is important in any business today. However, in a healthcare business, its importance is accentuated manifold. It would not be incorrect to say that no other industry sees a closer bond between the customer and the service provider than the healthcare industry. Further, because this industry associates with its customers in their most vulnerable times, it is critical to provide an experience beyond the medical care that will alleviate the concerns of the patient.
In terms of financial gains, a report by The Deloitte Center for Health Solutions has demonstrated that hospitals with high patient-reported experience scores have higher profitability. It has also shown that hospitals with better experience levels earn disproportionately more than they spend compared to those with lower ratings. All this reiterates that improving the patient experience is vital to a healthcare organization.
The Net Promoter Score is a world-renowned metric to measure customer experience. Quite a few healthcare providers today use NPS to measure and improve the patient experience. However, because NPS isn’t as widely used in healthcare, there aren’t many guidebooks or best practices available for use of NPS in this sector. Here are a few pointers to use NPS more effectively in healthcare.
http://customerthink.com/10-simple-tips-to-use-nps-more-effectively-in-healthcare/
While Net Promoter System® (NPS) is quite easy to understand, it is still fairly new as a concept. As more literature is published on how to make the best of NPS, it is also becoming difficult to find best practices when implementing NPS in your organisation. I came across the “Ultimate List of Net Promoter® Best Practice Tips” that contains close to 40 tips, and thought of sharing the ten easiest and simplest ones as an excerpt.
http://customerthink.com/10-must-dos-for-nps-success-1-close-the-loop/
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