Global Operations & Continuous Improvement
Tuesday: Main Conference Day 1
Tuesday, January 22nd, 2019
11:15 AM IDG Z: Using process excellence for customer feedback: Design and analyze transactional NPS
· What is a TNPS (Transactional Net Promotor Score) vs. a customer satisfaction survey
· Design and analyze the survey results to understand what the customer really wants
· How to conduct proper voice of the customers, are you going at the right things?