Reco Evasco

NPS Performance November 1 to 15, 2015 Performance Summary – Overall Experience ▪ ▪ ▪ Week 1 had a higher count of ratings for Poor, Very Good and Excellent Primary Support LOB had the highest count of Excellent and Poor ratings Out of 2590 respondents, 1955 had a positive experience with our team Performance Summary – NPS ▪ ▪ ▪ Week 1 had higher count of Promoter and Decractor surveys Primary Support LOB had the highest count of Promoters and Detractors Out of 2590 respondents, 1384 had a positive experience with our team Tenure Wise Performance Overall Experience ▪ ▪ ▪ Agents within the 30 day tenure band achieved the highest count of Excellent and Promoter surveys and Detractor and Poor surveys. As tenure progresses, our agent’s performance declines in the positive rating components Performance picks up post 1 year in tenure for an Excellent customer experience and Promoter survey result NPS Detractor Analysis – NPS/Overall Experience ▪ Top 5 Reasons driving poor customer experience and detractor ratings are the following: ▪ Something Else ▪ Problems with the order ▪ Order Modification ▪ Payment Issues ▪ Order Location Detractor Analysis – per LOB Detractor Analysis ▪ Most common defect is Something Else and Order related issues ▪ Something Else and Insignia Help have the biggest weight for L2 ▪ Add To Notes and Something Else have the biggest weight for L3 Key Recommendations ▪ Increase weight of Overall Experience & NPS in scorecard ▪ Buddy Up System ▪ Create a WOW Call Library ▪ Refresher Training (Sales & Probing) ▪ Weekly Health Checks ▪ Detractor Call Listening ▪ NPS Survey Rework ▪ Shift focus to the customer experience ▪ Effective knowledge and skill transfer ▪ Emulate best practices ▪ Engagement with the customer to identify struggles and convert to sales ▪ Increase visibility on performance and tailor fit our action items ▪ Convert detractors to promoters ▪ Improve inputs for a more specific deep dive