1. © 2013 TM Forum | 1 V2013.3 Net Promoter Score Niamh Clancy September 2013

2. © 2013 TM Forum | 2 V2013.3 How did it come about? 2003 article in the Harvard Business Review. Frederick Reichheld with Bain & Company and Satmetrix, “What makes successful companies successful?” “Customer loyalty”

3. © 2013 TM Forum | 3 V2013.3 What is it? Net Promoter Score (NPS) Every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. How likely is it that you would recommend our Organisation to a friend or colleague?

4. © 2013 TM Forum | 4 V2013.3 How does it work? Promoters Detractors Passive 0 6 8 9 10 Net Promoter Score = % Promoters - % Detractors Net Promoter Score Programs are typically a long- term multi-year journey in Customer Experience.

5. © 2013 TM Forum | 5 V2013.3 Principles Net Promoter ® is more than just a score it’s a way of doing business Members First

6. © 2013 TM Forum | 6 V2013.3 TM Forum questionnaire Question 1: How likely are you to recommend the forum to a colleague? Question 2: How would you rate your overall experience as a forum member? Question 3: How would you rate your feelings toward TM Forum? Promoters & Passives Comment: How can we go the extra mile for you?

7. © 2013 TM Forum | 7 V2013.3 TM Forum questionnaire Detractors: Question 4: How would you rate the value of TM Forum Membership? Question 5: How does the TM Forum treat you as a customer? Question 6: How would you rate your experience? Detractors Comment: How can we re-engage you?

8. © 2013 TM Forum | 8 V2013.3 We’ve made a start First Survey - June 2013 Lighthouse Members Score 24 1% Response Rate 413 Respondents

9. © 2013 TM Forum | 9 V2013.3 NPS Cycle

10. © 2013 TM Forum | 10 V2013.3 Recap How NPS came about What is it? Why do it? How does it work? How is the TM Forum applying it?

11. © 2013 TM Forum | 11 V2013.3 Where to get further information / reading / training The Net Promoter Community http://www.netpromoter.com NPS Helpful tips Tutorials Case Studies Training & Certification Books The Ultimate Question The loyalty effect Loyalty Rules