Promoters are good for Business, because?

They prefer renewing their policy

Actions that can bring Negative NPS

Not explaining Terms & conditions

Not responding after policy payment

Staying connected with the customer

What is that 1 thing that every customer looks for?

An organization they can "Trust"

What's the purpose of Comments in the NPS form?

Customer can express their concerns or tell us anything they want us to focus on

What do we do with Detractors?

We review each Detractor and even have a Team contact them for detailed feedback

Detractors feedback is the basis of all our initiatives

Detractors feedback will decide all future actions

Its good to know information for us

We need it for building some Database

Customer completed the survey and we got the feedback

Customer opened the survey link

Behaviours that can improve NPS

Staying connected even after Sales

Thank the customer for his/her Business

Say "sorry' for any delay or error at our end

What are the recent initiatives taken to improve the Response Rate?

BDMs are getting a text message as soon as the Policy is issued. This is because the NPS link is sent 2 days after Policy Issuance

BDM are reminded by ABH's to reach customer for feedback

When should we pitch NPS?

Whenever you get an chance, mainly around policy Issuance was the customer will get the link 2 days after Policy Issuance

If a customer buys 2 Policies at the same time using the same email address & mobile Number, will he get 2 survey links?

No, we filter duplicate invites basis Email address & Mobile No. to ensure that a customers gets only 1 survey.

No, we take only 1 Sales feedback from 1 customer in 6 months

Yes, because we take feedback on every new sale so we will send 2 survey links

Yes, because there is some logic

NPS for Policy Issuance (New Business) can be improved by

Ensuring proposal form does not have any error and Terms & conditions are clearly explained

Ensuring customer gets the Policy copy, atleast a soft copy

Ensuring the customer has Customer Service contact details

Ensuring you ignore the customer

Ensuring we collect the payment but not deposit it

Response Rate calculation formula is

No. of Responses received divided by No. of Invites sent

No. of Promoters received divided by No. of Responses received

No. of Promoters received divided by No. of Detractors received

No. of Promoters received divided by No. of Passives received

If the customer's email address is not updated in the proposal, then

NPS link will sent on the Mobile Number

NPS link will be sent on Facebook

Achieving the company's NPS target is the responsibility of

Each and every Touchpoint & employee is equally Responsible

Policy Issuance (New Business) & Persistency Team

We should share this with every customer

Customer Service contact details

Our attitude should be

I can decide the experience he/she gets

Customer's concern is not my concern

Customer Service is the owner of good or bad experience

Customer has not received the Policy copy even after a week, he wants your help

Arrange the policy copy for the customer

You will ask the customer to wait for 2-3 days more

Ask the customer to contact Service

You made a minor mistake in the proposal form, what will you do?

Ignore it since it's a minor mistake

Blame the Back end Team for the error

Ask the customer to contact Customer Service

Sam's NPS score is 100 with a response rate of 2.1%. Aditi's NPS score is 76 with a response rate of 9.4%. Whose NPS performance is good?

Aditi, because she has a good NPS score with a good Response Rate which is equally important

Sam, because his NPS score is 100

What is the point of contact for any NPS related query?

Customer Experience Team (Circleoftrust@indiafirstlife.com)

NPS Guru1

Authored by Javed Shaikh

Professional Development

Used 2+ times

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44 questions

Show all answers

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Delivering great customer experience is

is great for Business

the only way to grow

how we can sustain the competition

All of the above

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

How do we check if the customers are happy with our Products & Service?

We ask them to follow us on Social Media

We ask them for referrals

We use NPS

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Policy payment done means

the end of responsibility for Sales

the beginning of responsibility for Sales

Not sure

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

What does NPS stands for?

Net Promotion score

Net Promoter score

National Pension scheme

MULTIPLE SELECT QUESTION

3 mins • 1 pt

NPS gauges the following

Referral %

Customer Happiness

Trust in the brand

Customer's loyalty towards the Brand

Renewal %

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Can we make changes to the NPS calculation process

Yes, its an open platform

No, NPS calculation process is standard across the globe and can't be modified

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

NPS calculation formula is

% of Promoter - % of Detractors/ No. of Responses

No. of Promoters - No. of Detractors

No. of Promoters - No. of Detractors/No. of Passives

% of Promoter - % of Detractors (Converted to a number)

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NPS Guru1

Delivering great customer experience is

How do we check if the customers are happy with our Products & Service?

Policy payment done means

What does NPS stands for?

NPS gauges the following

Can we make changes to the NPS calculation process

NPS calculation formula is

Promoter means a customer who has rated us

Promoters are good for Business, because?

Actions that can bring Negative NPS

Access all questions and much more by creating a free account

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