nps score

gunner0788

hey guys, just looking for some advice. the company I work at has a net promoter score system. my role is a service tech adviser. now to give you a bit of background about me, I love my job and I care about the customers that call in for tech help. recently a new product has come out and its a shambles. it doesn't work correctly and the customers have to wait a long time for a service call to fix the issue. when I say a long time im talking max 4 weeks min 1-2 weeks. this leaves customers very upset and theres nothing I can do. now the customers get surveys on how I performed on the call. a big majority of the time like 9 times out of 10 I get a 80% - 95% adviser score. as for the nps score which is "would you recommend a friend to the company, my scores are quite low due to service visit time and generally how well the product works. like I say it seems the customers are happy with me but not the company. my average nps score is 37% company target is 45%. my boss put me on an informal performance plan for this and said that I will be on a formal plan if this doesn't improve to the company average and if that doesn't work it will go to disciplinary meetings. my boss knows how much I love company and knows I show how much I care for the customers. my question is can I be dismissed if this figure doesn't improve? sorry to ramble on but im worried as like I say I love my job and the flexible 4 on 4 off shifts. is this a kick up the !!!! to try and get the best out of me or is this something I should be concerned about? I feel as though im ice skating up hill because customers are soooo !!!!ed off with the company.

*GasMonkey*

Do they offer you any sort of coaching? call listening to those with high scores so you can share best practices?

can you re word what you say at the end of the call to something like are you happy with everything that i have done for you?

gunner0788

yeah there offering side by side. should of done this yesterday but my boss never did. so can they fire me for this?

gunner0788

Just really worried about losing my job as its top uk company. My boss listened to my calls a month ago and said that im natural and show empathy and scored me a 9 out of 10. It sucks that the nps isnt about me otherwise id be top.

Ozzuk

How is everyone else managing? If others don't score as well as you for individual performance for instance, then they must be getting dragged down even further by the company feedback. If this is the case (good) management should already be aware of the issue, or be more open to discussing the challenge.

gunner0788

Yeah it aint just me. Its anyone below 45%. My sales are down aswell but manager wasnt bothered. Other peeps in my team are on this plan for low sales some who have more than me. My nps hasnt been great since i started in this area but they seem to only care now. Normally there laid back. So not sure. Im well liked by management so i cant see them disciplining me but im just worried about the future.

gunner0788

They could of fired me for a racist joke that i made back in july due to someone complaining but because im well liked and have a can do attitude they gave me a final warning. And i was told had it been someone else they would of been gone straight away. Maybe im just super paranoid lol

Malthusian

What does your boss say? Is the boss who put you on an "informal" performance plan the same one who earlier rated you a 9 out of 10?

Devil's advocate warning: It's not necessarily unfair to grade someone in this way. Let's say someone was taking all these calls from !!!!ed off customers about a lousy product, and said to all the customers "Yes, I agree Sir/Madam, we're totally useless. I'll arrange a full refund and between you and me I suggest you never buy anything from us ever again." The customers would no doubt score them highly for personal manners but they're still doing a lousy job.

The baseline score should reflect the fact that some customers aren't going to be happy no matter how well the representative does. And if they expect less than 1 in 2 customers to be happy enough to recommend a friend, it suggests they're doing that already. Is everyone else in the company who has to deal with these calls getting below 45%? Or are you being lumbered with a particularly high number of calls about this particular product? In both cases it should be straightforward to raise it with your boss.

fiisch

I'd more worried about the final warning than the NPS personally.... However, to fire you for poor performance would be a whole new reason, so the process of warnings etc. would restart.


I'd discuss your concerns with your line manager - it's probably just procedure that they have to follow, but do what you can to improve it. If you are on a "last chance saloon" with a warning, you don't want to give any further excuse to be scrutinised by your employer.


Overall I think you're worrying unduly - the performance review is designed to help you improve rather than to get you out. Keep your nose clean and ensure regular open and honest communication with your manager.

gunner0788

hey guys thanks for the replies.


theres a few of us on this plan. we all take the same calls to be fair some figures are higher, some are lower. the 3 KPI my boss talked about (same boss who scored me a 9) are productivity, sales and the NPS. some people are on plans for being low in other area. my boss describes it as a "kick up the !!!". my friend has "2% sales, target 4% and hes on a plan where somebody else has the same 2% sales but there not on a plan because there productivity is higher.


1 thing that does annoy me is that I can get a really nice customer and the call is not my dept so I have to transfer to someone else. now if this someone else is a complete jerk to this customer I get the bad score as well as him. its 1 survey per call, so the customer can be transferred to 3 people and those 3 people will get the survey done on all of them. Iv had some surveys come back saying "Louise was abrupt and had an attitude problem". well im a male and I then get this crap score. told the boss about this and he said well, if an adviser you transfer to does a good job and gets a great survey then you get a good score as well, so it evens out. which I think is unfair if there going to start getting rid of staff for it. an example of this is... out of 30 surveys I had, about 18-20 were good ones and 4 weren't even me.

roxy7699

A performance improvement plan (PIP) is designed to improve those on it and failure to do so could result in another warning, coupled with your other warning, assuming they have followed the correct processes could escalate to a dismissal but I would think unlikely.
Ensure that you have the PIP details formally with the exact targets they require, when they want this to be achieved and how they will assist. That way should it not be achieved you can see where and how.

I would push for the change in the scoring if you can, although this may cause friction, as it does seem unfair to alter your score with those calls that you do not actually have.

Can you ask for a full percentage breakdown of each area say monthly so that you can analyse / show improvement / prove it is down to the product rather than you?

How long have you worked there for?