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Net Promoter® News: SAP, Securus Technologies and Macquarie Telecom Group

by Cvetilena Gocheva

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Today's Net Promoter® News will feature the stories of prosperous companies around the world, who have mastered the NPS methodology and enjoy positive business results. News come from SAP who have achieved an NPS score of 19 for 2016, Securus Technologies completed fourth year of using NPS and Macquarie Telecom Group scored an NPS of 66. Enjoy today's Net Promoter News roundup!

SAP Scores an NPS of 19

The German multinational software corporation announced it ended the year 2016 with an NPS score of 19. With an initial 2016 NPS target of 25, SAP conducted a customer survey to uncover the drivers behind their final score.

Customer responses told SAP they need to work on improving the quality of SAP's follow-up process to ensure timely resolution of customer issues. At CustomerGauge we have been preaching about the importance of doing closing the loop (following-up) right many times. From our experience and knowledge, companies who close the loop within 48hrs, can enjoy up to 12% increase in customer retention. Taking into account that acquiring a new customer can be 4 to 10 times more expensive than retaining customers, closing the loop the right way is extremely important.

In order to resolve the customers' issues, SAP provided more insights and guidelines into how customers can migrate to SAP's innovations without disrupting their business process. In doing so, the company equipped customers to do self-support and reduced the number of customer issues. SAP also shared that the company's objectives for 2017 will be centred around customer loyalty, employee engagement, growth and profitability. SAP's NPS target for 2017 is between 21 to 23, and for 2020 the company aims to achieve an NPS score between 35 to 40.

SAP NPS News

Securus Technologies Enjoys Excellent NPS News

We were extremely happy to see that Securus Technologies were among the companies who have recently shared their NPS score with the NPSBenchmarks.com community. Securus Technologies is not your average Information Technology and Services company. The business provides leading edge civil and criminal justice technology solutions that improves public safety and modernizes the incarceration experience. When it comes to their customers, Securus Technologies has a full cross-section of society - inmates, correction officials, law enforcement officials, judges, and friends and family of inmates.

The company adopted NPS back in 2012 and since then has focused its business initiatives and resources into customer-centricity. Securus recently announced that has achieved an all-time high Net Promoter Score of 82 as of June 1, 2017. The company's NPS score has also shown an increase from 2016 when Securus Technologies' NPS was 78.

"Back in 2012 we started to use Net Promoter Scores and it has helped us to improve all of our customer-facing operations like technical support, call center operations, installation, repair, sales and all field operations," said Richard A. ("Rick") Smith, Chief Executive Officer of Securus Technologies...So our Net Promoter Score of 82 is very good/high and on par with world-class companies," stated Smith.

Securus Technologies NPS News

Macquarie Telecom Group Beats Industry NPS Results

We're going to finish today's Net Promoter News article with a great story that comes from Macquarie Telecom Group

Based on our research, three factors contributed to Macquarie Telecom's customer experience transformation and NPS improvement:

  • Senior buy-in
  • Transparency of NPS shared internally and externally
  • Shorter and real-time surveys

While on a flight to San Francisco, David Tudehope, CEO of Macquarie Telecom, stumbled upon the Harvard Business Review article ‘One number you need to grow’. The read was a real eye-opener. David Tudehope realised that having a long 50 question annual customer survey is not the way forward to better customer experience. Tudehope dumped the traditional customer survey approach in 2012 after discovering that it could be replaced with a simple question for customers: “How likely is it that you would recommend Macquarie Telecom to a friend or colleague?”

Following the implementation of the Net Promoter System, Macquarie Telecom decided to adopt the whole methodology, "even the parts that were uncomfortable". As a result, the company implemented real time surveys of all the important customer touch points, thus replacing the annual 50 question customer survey. After each call, Macquarie Telecom collects the NPS data and displays it on a screen in the room in real time. In this way, the company puts an emphasis on the transparency of their NPS - everyone internally and externally can see how well the company is looking after their customers on a real-time basis. 

Empowering its employees to go above and beyond for customers is another factor contributing to Macquarie Telecom NPS transformation journey. The company bases all bonuses on the NPS achievements. Celebrating individuals and team with high NPS and great customer stories has been a key to Macquarie Telecom's NPS success.

The results? Macquarie Telecom achieved an NPS of 66 over the first half of FY16, which is up almost 50 points from when we started this journey a few years ago. The company has also seen a hand-in-hand correlation between NPS and customer retention and cross sells (see image below). 

Macquarie Telecom Group Net Promoter Score (NPS) trend analysis compared to customer retention, cross-sell and debtors (DS) between FY2013 and FY2017.

Macquarie Telecom Group Net Promoter Score (NPS) trend analysis compared to customer retention, cross-sell and debtors (DS) between FY2013 and FY2017.

Want to learn more about how NPS and customer retention can go hand-in-hand? Make sure your download CustomerGauge's eBook on Retention Management below

Download the ebook here!

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