A proven strategy to boost your NPS scores
Net Promoter Scores, store visits and customer feedback are important; and they flagged something big for our customer Virgin Media – gaps in staff knowledge. In such a fast paced environment and with limited time it was increasingly difficult for staff to remember everything about new products, offers and compliance. This was being highlighted in a lot of their customer satisfaction surveys.
The solution to boost customer satisfaction and NPS scores?
Say hello to Albert 👋 he’s the hero of our e-learning app for Virgin Media’s retail staff. Played on employees own in-store iPads or their personal Android and iOS devices – he keeps 1,200 Sales Execs clued up and in the know.
How does he do it?
There are three daily challenges for staff to complete. They receive experience points (XP) every time they play and boost their score by answering correctly. The leaderboard shows who knows their stuff.
Expect speedy results – Virgin Media saw an increase of 7.4% in their knowledge rating from customers in just three months! A 9.4% increase in their NPS score in the first 3 months following launch. Along with a 2.2% average increase in sales every single month!
Staff win spot prizes whenever playing and at the end of each week everyone in the store gets together for the live weekly ‘Buzz Session’. The location’s weakest questions show up and the whole team answer them by buzzing in from their devices.
Report and refine
Albert doesn’t just plug the knowledge gaps, he finds them too! Using data captured from each game played he’ll show questions where staff scored poorly in. This allows these weaker questions to be repeated – reinforcing knowledge through repetition. Virgin Media have seen scores double from this!
Let the games begin
If you need help improving your customer satisfaction levels get in touch!