Bulletproof NPS: Auditing Your Score to Wall Street Standards

Pure Storage was founded with a simple goal: Create data storage product customers love. So far, so good, according to the company’s remarkable Net Promoter Score of 79 — far higher than the average of 16 for the high tech industry, and even surpassing consumer products like the Apple iPhone (63). When competitors questioned the score, Pure turned to NICE Satmetrix for an audit that would stand up to any level of scrutiny. Join Arpana Luthra, director of global enterprise consulting at NICE Satmetrix, and Ulf Werner, project manager at Pure Storage, to learn how NICE Satmetrix audited the score, what Pure Storage learned from the process, how you too can make sure your NPS process would withstand a tough examination, and why you should always manage your program to achieve a bulletproof NPS.

 
TABLE TALK

Strike Up a Conversation

When you meet Arpana in person, strike up a conversation! Here’s a few insights from, and about, Arpana to get you started:

• Four-word advice for CX success: VOC supersedes VOB. (business)
• Debunk that myth! Measuring Net Promoter is same as being customer centric.
• Top tip for raising the profile of CX in your organization: Executive sponsorship and continuous organizational visibility.
• Common CX career mistake? Giving up too quickly without finding your program’s glue.