Net Promoter Score (NPS) is a loyalty metric and a discipline for using customer feedback to fuel profitable growth.
Virgin Media launched in 2007 as a result of the merger between two cable companies, Telewest and NTL, and the addition of the highly successful Virgin Mobile brand.
An NPS programme was deployed, not to implement a metric for measuring customer satisfaction but to drive change and instil a customer centric culture throughout the organisation. The programme has refocused the organisation on the customer experience and is supporting its ability to address the issues required to achieve successful transformation.
“It is one thing to dictate the use of NPS, but the real success comes when employees want to use it” Neil Berkett, CEO, Virgin Media
Virgin Media will be inviting members of the i&i community onsite to gain insight into their NPS journey. Spaces will be limited.
The visit will include a case study presented by Paul Hodgins, Head of Customer Experience, that will draw upon knowledge gained and lessons learned over the past two years of implementation.
Net promoter was developed by Satmetrix, Bain&Company, and Fred Reichheld, and popularised by Fred Reichheld’s book The Ultimate Question, first published in 2006.
In the afternoon, the group will be joined by James Young, Director of Business Consulting from Satmetrix. James has extensive NPS experience (both methodology and practical case studies) and he will be sharing examples of implementation strategies and how the metric has been used to deliver great customer experience, and with it profitable growth, for businesses across many industries.
A Q&A session after this will provide all members with the opportunity to ask questions. It is a first hand opportunity to learn from the experts and to take away key knowledge, tools, practices and solutions for actionable use.
The meeting will run from 9:30am to 3:30pm.
To enquire about membership please call on +44 (0) 870 145 1616 or fill out the form below.
Access to this meeting is exclusive to i&i Members.
