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NPS Detractor Ticket Workflow

This document provides the general Net Promoter Score (NPS) Detractor Survey ticket workflow.

Overview:

The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors.

By asking one question — How likely is it that you would recommend Health Prime to a friend or colleague? — you can track these groups and get a clear measure of the company’s performance through our customers’ eyes. Customers respond on a 0-to-10-point rating scale and are categorized as follows:

Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth

Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings

Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth

To calculate our company’s NPS, take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

 
 

Process:

Step 1: Initial Client Contact

Reference

  1. NPS Surveys are sent out from Hubspot to a recipient list for contact roles:

    1. Signer

    2. NPS Recipient

  2. The following question is asked and answers are documented in Hubspot. Question is for customers to rate us from 0-10 (0 is worst and 10 is best) 

    1. Question: How likely is it that you would recommend Health Prime to a friend or colleague?

      1. Based on the score there are additional questions/ comments section:

      2. 0-6 (detractor)- We are sorry you feel this way, please tell us what was missing or disappointing in your experience with us?

      3. 7-8 (passive)- Can you tell us more about your experience, how we can make you a raving fan?

      4. 9-10 (promoter)- We want to know more, can you tell us why you are such a raving fan?

  3. If the disposition results in less than a 7 (seven) a NPS Detractor Ticket is created and assigned to the Customer Success team.

 

 
 

 

 

Step 2: Detractor Tickets (PMB/ Health Prime)

  1. When a detractor ticket is created for a PMB contact/ company, a couple of things take place.

    1. An Email goes out to the client ( to the contact who completed the survey). This email introduces a Business Analyst for Health Prime (who belongs to the Customer Success team) and asks about contact to assist with anything they are struggling with to grow the partnership.

    2. A notification is sent to all managers, BPA’s (Business Process Analysts- as back up) and Fran Pedano (Customer Success) that a detractor ticket has been created and requires follow up.

Intake Process:

  1. Within 24-48 hours a call is to be placed by the BPA in Customer Success to the contact on the account.

    1. 2 calls should be made and Voicemails or live messages left if possible

    2. Follow up with second email response (not the automated notice) to schedule a call.

  2. The Business Analyst will discuss the scoring with the POC to identify the root cause of the detractor score

  3. They will also provide the company POC with contact details for the managers and directors over that particular account. This is just to ensure customers have manager/ director contact info.

  4. BPA of Customer Success will update the detractor ticket with details and work with the billing team, managers, directors to develop an action plan.

    1. Document ticket notes, logged calls, emails etc. thoroughly

Documentation of calls/ emails:

All calls must be documented in the NPS ticket as follows:

  1. click "log a call", “log email”

  2. Document all that was discussed in the call / email

  3. Add contact of communication

  4. mark connected, left live message, left voicemail, etc. (whichever applies)

    1. NOTE: automated task is created for follow up but you can add tasks as needed.

  5. Set reminder and follow up task as needed/ required

Action Plans

Take any necessary actions to recommend corrections, plans of action, etc. for the billing team. This could include but is not limited to:

  1. Enrollments review

  2. PCAP (PMBCorrective Action Plan)

  3. AR review

  4. Coding review

  5. Denial/ rejection review

  6. Training- Customer/ Billing team

  7. Save / At risk ticket (if existing)

             See Customer At Risk process At Risk SOP

 The NPS ticket will contain all notes regarding collaboration with other teams to track and complete action plans, account reviews and also to provide any recommendations for the billing team.

The Operations consultant, Manager, director, their Account Manager, etc. will work on completing all recommended actions so BPA can successfully complete and close out the NPS ticket.