Page 23 - SP GSD News Magazine Jun 2017

Q2 Customer Experience It was a surprise to

“Ease.

Program Update have it fixed and finished the

next day,
you have a few of these things to
do every day and you delay them
NPS achieved and exceeded targets over Q2! Our results demonstrate that many HPE because you think its going to be an
customers are promoters of the HPE brand. issue but it was really easy,

Thank you to all teams for your focus and commitment to continually improve our ser- and I didn’t have to call them
vice. Keep up the great work! ever, they called multiple
times.”

South Pacific NPS Q2 Results

100
90

80
70
Q2 NPS Result 60 “The communication of what was
happening is the best thing, just
50
knowing 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
Nancy Baroni is the Customer Experience Program was looking for.
Manager for SP GSD across all domains. Nancy’s objective He was able to provide instruction
is to lead a culture of continuous improvement centred on
listening to our customers. One measure of the success of as to how to resolve it and since
the program is HPE’s monthly Net promoter Score (NPS). following those instructions
we’ve had no issues
Nancy has been an employee at HPE for 17 years. Initially
profile beginning as a Cisco and Security Network Consultant in whatsoever.”

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.