To support your understanding of the program's purpose and mechanics, we’ve created a Frequently Asked Questions (FAQ) document.  It is attached here to help answer your questions.

Enhancing our service skills and interactions with our Customers is vital to executing our Customer Delight Strategy. The more we understand the objectives of the NPS program, the better equipped we’ll be to exceed our customers' expectations.

Please take a moment to review the attached document and consider how you can contribute to delivering exceptional service. How can you be more dynamic in delighting our customers?

Thank you for your dedication to continuous improvement and customer satisfaction.

 

Promoter Score (NPS)

Frequently Asked Questions (FAQs)

1. What is the purpose of conducting the NPS survey?

The survey aims to gather customer feedback, which we use to identify opportunities for improvement and create value for our customers.

2. Who administers the surveys for Nixon Medical?

Franklin Covey administers the NPS surveys. They are global leaders who help organizations achieve results through lasting behavioral change. Nixon Medical provides Franklin Covey with a monthly database containing route assignments, RSR names, and customer contact information.

3. How long does the survey typically take to complete?

The telephone survey takes approximately 4 minutes to complete.

4. How many questions are asked during the survey?

The survey consists of four brief questions.

5. Which question is used for the Customer Delight Bonus?

The first question: "On a scale of 0 to 10, where 0 means 'NOT AT ALL SATISFIED' and 10 means 'EXTREMELY SATISFIED,' how satisfied have you been with Nixon Medical over the past couple of months?”

6. When Franklin Covey calls the customer, who do they ask to speak to, and in what order?

The surveyor first asks to speak with the Service Contact, then the Primary Contact, and finally anyone interacting with Nixon Medical. If a qualified contact is unavailable, FranklinCovey makes two additional attempts to complete the survey.

7. Will the survey be completed with other contacts if the specified contacts are unavailable?

Yes, but only with those who directly interact with Nixon Medical.

8. If the customer does not answer the phone, how many attempts will Franklin Covey make to contact them?

Franklin Covey will attempt to reach the specified contact up to three times, making calls at various times during the day and on different days of the week.

9. Can Nixon Medical use cell phone numbers for the Service and Primary contacts?

Yes, cell phone numbers can be used. The names and numbers on customer invoices are provided to FranklinCovey for administering the surveys.

10. What happens if FranklinCovey cannot connect with a customer after three attempts?

The number is removed from the call pool for 5 months.

11. How often are customers surveyed?

Customers are typically surveyed every 5 months.

12. Are the survey responses confidential?

Yes, all survey responses are confidential and are used solely to improve Nixon Medical’s services.

13. What happens if a customer provides negative feedback? Can they request a callback?

A customer may request a callback during the survey. If a customer rates the first question with a score of “6” or less, the surveyor asks for permission for a Nixon Medical Manager to follow up. If permission is granted, a manager follows up with the customer.

14. Why might one RSR show as “GREEN” with a score of 85, while another shows as “GRAY” with the same score?

The difference is due to the number of completed surveys. For example, with 30 completed surveys, the score for the first RSR is more reliable than the score for the second RSR, which only had 10.

15. How does the Customer Delight Bonus reinforce Nixon Medical’s culture?

The bonus encourages service associates to enhance their customer service skills, which is central to our culture. Customer service is about taking action to create value for others, and the Customer Delight Bonus rewards those who consistently strive to improve in this area