NPS - Agent key drivers

By bzqbjwqrlxqmatqncg | Updated: Sept. 23, 2024, 3:38 p.m.

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EXCITING!
SUPER
Hey Service Center,
I am The Number Ninja and I'm here to teach you something
ISSUE RESOLUTIONUNDERSTANDING NEEDSCOMMUNICATING CLEARLY
By now you would have heard about - 
PS - These are the new metrics that are added to our Goals beside NPS 
       (Issue Resolution was an existing one)
The question I get asked is
how is this calculated
....
?
?
?
?
?
?
How?
How.. how ?
Howwww?
So
Confusing
?
?
?
?
the number ninja is HERE 
TO EXPAIN IT !
Lets start with
NPS !
NPS 
((Promoters-Detractors)/Total 
no. of surveys)*100

Lets look an example - If you have received 
8 Promoters
1 Detractor 
1 Passive
Yours NPS would be
((8-1)/10)*100 = 70
Isn't that  Easy as pie !
Lets now look at 
Issue Resolution !
Issue Resolution (IR)  
(No. of Yes / Total no. of responses for IR specific question)

Lets look an example - If you have received 
10 Surveys, out of which 
7 Yes
2 No 
1 Blanks
Yours IR score would be
(7/9) = 77.7%
Isn't that 
A walk in the park !
Lets now look at 
Understanding 
Needs !
Understanding Needs (UN)  
(No. of surveys with scores 9 or 10 / Total no. of responses for UN specific question)
Lets look an example - If you have received 
10 Surveys, out of which 
6 surveys with UN score 9-10 
2 surveys with UN score <9
2 Blanks
Yours UN score would be
(6/8) = 75%
Isn't that 
A childs play  !
Lets now look at 
Communicating 
Clearly !
Communicating Clearly (CC)  
(No. of surveys with scores 9 or 10 / Total no. of responses for CC specific question)
Lets look an example - If you have received 
10 Surveys, out of which 
5 surveys with CC score 9-10 
2 surveys with CC score <9
3 Blanks
Yours CC score would be
(5/7) = 71.4%
Its that simple !
Yaaayy !! 
Now YOU know !
reach out to arunkumar.a@target.com
for any further questions
#The Number Ninja
PROBLEM
SOLVED

NPS - Agent key drivers

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