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How to Engage All the Employees to the NPS
Score Growth
Analytics | Design | UX/UI | Programming
A large non-food FMCG company.
We have already implemented a comprehensive internal platform for (details about the case).
Client
To develop a tool that would motivate the employees to keep track of NPS* and make this score better:
  1. Provide employees with up-to-date information about the current state of NPS indicators
  2. Increase awareness of the NPS metric within the company

Goal of the program
To increase motivation: each employee would be able to understand how their work
or the work of the whole team affects the customer experience.
Task
* The NPS Index (Net Promoter Score) is an indicator of determining the audience’s commitment to a product, a company or a brand.
The NPS is essential to assessing the consumer’s willingness to purchase in the future. This is one of the primary customer loyalty metrics.
Solution
A corporate platform for collecting and tracking the NPS indicators. The platform was created as part of the client’s intranet and is intended for all the employees from different departments. The deployment was planned in stages to facilitate adoption.
Stage 1
The first stage of the program was focused on giving employees an understanding of the current state of the NPS metric. The corporate platform was launched as a four-block destination:
1. NPS charts
The key of the main page: the brand’s NPS, updated in real time.
1. NPS charts
The key of the main page: the brand’s NPS, updated in real time.
2. Statistics
Same one-page approach for all the dashboards at one place. Here Employees can select a specific audience segment, product, time period, or apply other filters to reflect NPS segmented dynamics.
2. Statistics
Same one-page approach for all the dashboards at one place. Here Employees can select a specific audience segment, product, time period, or apply other filters to reflect NPS segmented dynamics.
3. Customer Comments
Again, one-stop-shop for all consumer reviews collected across several websites. Platform users can configure filters to select comments on a specific topic, for example, filter technical issues being mentioned.
3. Customer Comments
Again, one-stop-shop for all consumer reviews collected across several websites. Platform users can configure filters to select comments on a specific topic, for example, filter technical issues being mentioned.
4. Consumer interview records
A library of consumer calls recordings gives access to any call or an interview following the low NPS consumer feedback.
4. Consumer interview records
A library of consumer calls recordings gives access to any call or an interview following the low NPS consumer feedback.
The client initially tasked us to implement the platform as a landing page assembled on a CMS solution, to simply project the numbers and stats. We invited the client to brainstorm on the value the platform can bring to the business in the upcoming 12 months. Result: platform architecture revision, deployment based on internal environment with custom technical development to pull up the data from internal systems automatically.
Difficulties
Communication support
Our role in platform deployment was bigger than introducing it to the employees. We worked also on educating on the concept of the brand NPS and engaging the employees to the company-wide work around NPS score improvement. To do this, we used the following communication channels:
Direct
communication
We did not go with an announcement of the platform, but created a Branded email digest to onboard employees to the Consumer Experience world. All through a prism of internal CX departement news and benefits NPS initiatives are already bringing to the business.
Exclusive section on the Client's
main website
We have created a point of focus around NPS right on the main page of the Client site. Not a single update has gotten out of any employee's attention.
Videos
Animated videos are distributed regularly through multiple company info channels and are always on at the meeting room screens of the Client's office. These videos focus everybody's attention on the current NPS indicators, initiatives at progress and big wins.
Messengers
The Consumer Experience Department was running its own channel in Microsoft Teams. It contained the main industry trends, useful tips and peer posts. We divided the channel content into sections and assisted with the writing.
Direct communication
We did not go with an announcement of the platform, but created a Branded email digest to onboard employees to the Consumer Experience world. All through a prism of internal CX departement news and benefits NPS initiatives are already bringing to the business.
Exclusive section on the Client’s main website
We have created a point of focus around NPS right on the main page of the Client site. Not a single update has gotten out of any employee’s attention.
Videos
Animated videos are distributed regularly through multiple company info channels and are always on at the meeting room screens of the Client’s office. These videos focus everybody’s attention on the current NPS indicators, initiatives at progress and big wins.
Messengers
The Consumer Experience Department was running its own channel in Microsoft Teams. It contained the main industry trends, useful tips and peer posts. We divided the channel content into sections and assisted with the writing.
Stage 2: Callback
On-site callbacks were implemented as an additional section of the platform for the employees to be able to get live and immediate feedback from consumers.

Here’s how it works:
When a consumer provides NPS score and a feedback, consent is requested for a call-back and personal data processing
The review gets pulled up
to the platform
An employee selects a consumer review on the platform and calls back via the internal phone line
The conversation is recorded and is uploaded to the call-back library
When a consumer provides NPS score and a feedback, consent is requested for a call-back and personal data processing
The review gets pulled up
to the platform
An employee selects a consumer review on the platform and calls back via the internal phone line
The conversation is recorded and is uploaded to 
the call-back library
We provided intuitive integration of training materials, such as:
  1. Tips from the call center on how to lead the conversation
  2. Why the calls are important and how to improve NPS 
  3. How the platform works
As calls can be performed by any employee of a department concerned by negative feedback, it was important to onboard on the Client Brand communication standards. 
We provided intuitive integration of training materials, such as:
  1. Tips from the call center on how to lead the conversation
  2. Why the calls are important and how to improve NPS 
  3. How the platform works
As calls can be performed by any employee of a department concerned by negative feedback, it was important to onboard on the Client Brand communication standards. 
Gamification Elements
To motivate employees to engage with the platform and make calls, we have provided gamification mechanics based on individual badge collection and points accumulation (tradeable for the special rewards).
Gamification Elements
To motivate employees to engage with the platform and make calls, we have provided gamification mechanics based on individual badge collection and points accumulation (tradeable for the special rewards).
What else?
Show Reel
A vivid and emotional video starring the internal brand ambassadors who call for participation in the initiative. The mission of the video is to get the users to be more active about the calls, letting them understand why it is necessary and motivating them to participate in the project.
Branding
We have designed a new visual identity that is friendly, vivid, light and simple at the same time. We have compiled a detailed guide book for anyone to use when working with it. The NPS visual style inspired other CX teams at the Client’s company so much that they asked us to develop a new branding for them, as well.
Digests
We launched monthly digests for the Client to familiarize the company’s employees with the basic concepts and principles of consumer experience and to introduce the new initiatives of the department. Employees wrote articles and abstracts on topics of interest, and we helped to edit, layout and publish them on the internal platform. At the end of the month, all the company employees received a digest of the current’s months highlights.
Show Reel
A vivid and emotional video starring the internal brand ambassadors who call for participation in the initiative. The mission of the video is to get the users to be more active about the calls, letting them understand why it is necessary and motivating them to participate in the project.
Branding
We have designed a new visual identity that is friendly, vivid, light and simple at the same time. We have compiled a detailed guide book for anyone to use when working with it. The NPS visual style inspired other CX teams at the Client’s company so much that they asked us to develop a new branding for them, as well.
Digests
We launched monthly digests for the Client to familiarize the company’s employees with the basic concepts and principles of consumer experience and to introduce the new initiatives of the department. Employees wrote articles and abstracts on topics of interest, and we helped to edit, layout and publish them on the internal platform. At the end of the month, all the company employees received a digest of the current’s months highlights.
Result
Before, few of the line staff knew what NPS was: only one designated team worked with this metric. After implementing our solution, 76% of the employees became aware of NPS thanks to the new platform.

The Client trusts our expertise: we are constantly in touch to update the platform promptly and present growth plans for the new functionalities every month, based on the analytics metrics and the main industry trends.

On this program, Convergent performs as a strategic partner of the Client. Early engagement during all planning phases gives us a power to maximize the value of the Program and the Platform for the Client business. The Client as a result has the support of a powerful product team that acts and feels as a part of the Client Brand.
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