Page 38 - GSD News Magazine Nov 2017 Year in Review

Quality

Net Promoter Score

FY17 saw the introduction of Net Promoter Score as the primary Customer Experience (CX)
metric.

The change presented challenges in some areas, where “passive” scores (customers rating a 7 or
8) began to influence our results.

We’ve had some great successes – here’s a snapshot of some of our successes:
• Technical/Soft Skills (CSC) issues declined from 30% of all detractors in 1HFY17, to 0% in
2HFY17!

• Lifecycle Event Services LES) tripled response rates for Australia - improving the statistical
reliability of our data. LES results have consistently shown improvement in overall satisfaction,
communication and NPS.
• The HPE Support Centre (HPESC) went Beta, and is now live. The WW program team continue
to work through enhancements, and our customers have responded favourably to HPE’s
commitment to improve the web based on their feedback. You can watch a demo of the new
site here

Our opportunities in FY18 continue to be around Ease of Access (Chat logged cases outperformed
Phone and Web logged cases in FY17). Additionally, we’re beginning to see an increase in
ownership issues, which will form part of FY18 plans.
Customer Experience is front and centre in all we do. The dedication and commitment of all end
to end teams daily, across 1000’s of cases is what creates loyal customers.

Thank-you
Bring on FY18!

Nancy Baroni

“Quality in a service or product is not

what you put into it. It is what the
client or customer gets out of it.”

- Peter Drucker