5 Steps to Implement NPS. Step 4: Prioritize Improvements

Your next step in implementing Net Promoter Score in your business is Step 4, below: Prioritize improvements that have been identified and implement them. Our Best Practices blog yesterday focused on Step 3, Measuring and Analyzing NPS.

Step 4: Prioritize and implement improvements

  • Recognize that there’s value in quickly addressing detractors as a means to protect your brand.
  • After you analyze comments, determine what process or system changes you will pursue first and how you will implement the change.
  • Maintain integration between NPS intent and what specialists are graded on. Keep them in sync.
  • Coach Brand Specialists in processes, skills and techniques so that your policy change positively impacts NPS.

See tomorrow’s blog for Step 5.