NPS Survey SOP Regional and National Accounts SOP

Created by Wilson, Lindsey, Modified on Tue, 12 Nov at 1:24 PM by Wilson, Lindsey

SOP - NPS Surveys for National and Regional Accounts

General Information
Process Title: NPS Surveys for NA / RA	Department: CSC
Effective Date: 4/1/24	Revised Date: 4/1/24

1. Introduction

This Standard Operating Procedure (SOP) outlines the process for conducting Net Promoter Score (NPS) surveys for FleetPride's Customer Support Center (CSC). The NPS survey is a tool to gauge customer satisfaction with FleetPride's services, pricing, and overall experience.

2. Purpose

The NPS survey serves two main purposes:

Quantitative: Measure customer loyalty and likelihood to recommend FleetPride to others.

Qualitative: Gather valuable feedback to identify areas for improvement in service offerings, pricing, and the overall customer experience.

3. Scope

The NPS survey will be sent to all NA/RA contacts that exist within the customer’s Salesforce (SFDC) record. There are no restrictions on the recipient's role within the customer organization; surveys can be sent to anyone from mechanics to management personnel.

4. Schedule

NPS surveys will be conducted quarterly.

5. Delivery Mode

The Marketing department will be responsible for executing the NPS surveys by sending them via email to the identified contacts.

6. Roles and Responsibilities

Marketing Department:

Owns the platform that we use to conduct NPS surveys.

Executes the NPS survey by sending emails to identified contacts.

Customer Support Center (CSC):

Responsible for logging into the NPS platform and download customer results on a regular basis.

Responsible for analyzing the data to identify trends and areas for improvement.

Responsible for communicating to the NAM / RAM a summary of the results and any recommended actions.

Takes action based on the survey feedback to address specific opportunities found.

Delighted Platform:

This platform stores and manages the NPS survey data.

7. Process Flow

Marketing Department:

Executes the NPS survey via email at the designated quarterly intervals.

Customers:

Receive the NPS survey email with a link to participate.

Respond to the survey by providing the feedback requested.

Delighted Platform:

Stores and analyzes the NPS survey data.

Calculates the overall NPS score for FleetPride.

Customer Support Center (CSC):

Regularly logs in to NPS platform (at least once per month) to check for new results.

Analyzes the data to identify trends, positive and negative feedback.

Specifically looks for any score’s less than “6” and develops action plans to address

Communicates with their assigned NAM / RAM on results and recommended actions to improve scores.

Based on the agreement with the NAM/RAM, the CSC can develop and implement action plans to address customer concerns and improve service offerings.

8. Continuous Improvement

The NPS survey process will be reviewed periodically to ensure its effectiveness. Feedback from the CSC and Marketing department will be considered for improvements to the survey questions, delivery method, or data analysis procedures.

9. Training

The CSC will be provided with training on how to access and interpret the NPS data within the Delighted platform. This training will enable them to effectively analyze the feedback and take appropriate action.