Page 22 - GSDNewsJun17

Q2 Customer Experience “Ease.

Program Update It was a surprise to have it fixed

and finished the next day,
you have a few of these things to do
every day and you delay them because

NPS achieved and exceeded targets over Q2! Our results demonstrate that many HPE customers you think its going to be an issue but
are promoters of the HPE brand. it was really easy, and I didn’t have to

Thank you to all teams for your focus and commitment to continually improve our service. Keep up call them ever, they called multiple
the great work! times.”

South Pacific NPS Q2 Results

100
90

80
70
Q2 NPS Result 60 happening is the best thing, just knowing
“The communication of what was
50
what’s going on.”
40
30
20
10

0
L2 LES L2 LTE L3 Foundation L3 Proactive Care L3 Enhanced
Support Support Support

“When the tech got out
there he knew exactly what he was
Nancy Baroni is the Customer Experience Program
Manager for SP GSD across all domains. The objective looking for.
of the Customer Experience role is to lead a culture of He was able to provide instruction
continuous improvement centred on listening to our as to how to resolve it and since
customers.
One measure of the success of the program is HPE’s following those instructions
monthly Net promoter Score (NPS). we’ve had no issues
profile Nancy has been an employee at HPE for 17 years. Initially whatsoever.”
beginning as a Cisco and Security Network Consultant in
the Delivery team, then later moving into pre-sales. As a
graduate prior to joining HPE, Nancy spent the first years
Nancy Baroni of her career working at ANZ in the Data Communications
Customer Experience Support team. Nancy has led the Customer Experience
Program Manager Program for GSD for the past 18 months.