Measuring Customer Service: NPS

1. Measuring Customer Service: NPS Howden has launched the Net Promoter Score (NPS) to measure and improve our customer service. NPS measures loyalty: a loyal customer is worth 10 as much as their first purchase.  The NPS system was chosen as a customer service survey method as it supports the delivery of our brand by allowing us to measure how well we are performing in meeting the promises we make to our customers. It also supports our values The NPS system is based around a single ultimate question. “Based on your experience of working with Howden, how likely would you be to recommend us as a supplier?” (Score 0-10) 0- Extremely unlikely 10- Extremely likely Based on the response, customers are divided into 3 groups Promoter                   Score 9-10 \Very satisfied and loyal customers. Will tend to prefer Howden to a competitor product and is less likely to buy solely on price • Detractors Score 0-6 Unhappy customers that are unlikely to want to do business with Howden again and may be actively seeking alternative suppliers •                     Passives Score 7-8 Generally satisfied but not especially. Likely to switch if they get a better offer and more likely to buy based on price To calculate the NPS Subtract the % if detractors from the % of Promoters

2. Howden Africa NPS Score Howden Africa launched NPS in April 2013. Each month, the survey is sent to a number of Howden customers. Their scores and comments are tracked, monitored and systems are put into place to increase our customer retention. Our NPS                    for the year is   35% The graph below highlights Howden Africa’s NPS score for each month: As an associate, what have you done to improve customer service