Customer Insight & Understanding B2B Customer Insight & Understanding B2B NPS Closed Loop System Best Practices Tim Rollins Intuit CX Tool

Systematically engaging employees in using direct customer feedback to… * Build & Restore Relationships * Instill Trust * Drive Experience Improvements …to create more delighted loyal customers. 2 Closed Loop System Objectives 2

Promoters Drive Growth 3 $XM$XM NPS 3 Yr Revenue * +1 % Point Promoters drive growth +$105 K 3

Guided by a Closed Loop Executive Steering Team 4 Closed Loop System Approach 4

~ 9-10 pt higher renewal % for detractors we spoke with Closed Loop System Daily Closed Loop System Transactional NPS T2Box– Overall Sat (0-10) 5

Closed Loop System Process for Customer Call Backs Receive AlertPrep for Call Make Call Document Call & Learnings Act on Feedback 6 6

Close the loop with customers in a timely manner Ensure that it is a delightful experience for the customer Only survey to the extent that we can close the loop (based on projected volume of those who score low enough to get a call) Leaders closest to the process make the follow-up contacts “Gaming” the system is unacceptable All offerings in the commercial launch has clearly defined process for executing closed loop system Closed Loop System Guiding Principles 7

8 Higher Renewal Rates among Detractors We Contacted Up to ~9% pts Higher Renewal Rate (than no contact) Closed Loop System Results 8