The Net Promoter Score is used widely to measure customer loyalty. Organisations are also now starting the use similar measures to score internal departments, focusing on their communications and processes. CenturyLink, the third largest telecommunications company in the United States, implemented internal net promoter surveys across 30,000 employees. CenturyLink received responses from over a third of employees who were asked to rate various internal departments.
Feedback is used for continuous improvement initiatives with
the main aim not to focus on the actual score, but to improve the score from
their previous score. A logical starting point is to review the value chain to
identify key contact points between various departments.
Feedback can be used to measure the experience of internal
customers which will ultimately impact on customers. It is not necessary to be
a large organisation to implement such a tool, any organisation can implement a
survey. A number of key departments are found across most organisations such as
finance, operations and sales/marketing. By identifying key processes, for
example, between operations and finance, or between finance and
sales/marketing, customer journey can improved through more seamless service
delivery. Departments can ask a few simple questions for example:
1.
How would you rate the performance of the
<finance> team on a scale of 0 to 10, with 10 being outstanding
2.
Why did you give us this score?
3.
What can we do to improve on this score?
This is a simple, cost effective and practical way how the
customer experience can be improved in virtually any organisation.
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