Net Promoter Score
Ref. No.: CPP-Infinit-O-0003
1.0 Objective
To determine Client’s loyalty and perception toward Infinit-O’s services.
2.0 Scope
This procedure covers the review of Infinit-O’s performance on Project Management, Service Quality and Overall Service and implementation of necessary action plans.
3.0 Provisions
3.1 Net Promoter Score Survey is released to the clients through an electronic form or online survey applications.
4.0 Responsibility
4.1 It is the responsibility of the COO/Client Solutions Group VPs to release the questions to clients as per schedule electronically.4.2. It is the responsibility of the Team Leader/Manager to address the issues that are raised by the clients and the CSG VPs to review and approve the corresponding appropriate action plans.
5.0 Frequency
5.1 For 2014, the NPS is sent to clients only once. A schedule is created by Biz Dev Team which indicates when in the year the client will receive the survey questions.
6.0 Distribution - The NPS form is released to all active clients according to pre-set schedules.
7.0 Usage
7.1 Prepare and send out the NPS survey to all active clients.7.2 Receive and review results.7.3 Discuss results with Client Solutions Head concerned.7.4 Review scores that receive negative or detractor scores and comments.7.5 Agree the corrective/preventive action plans.7.6 Implement the action plans.7.7 Review the questionnaire every year.
8.0 References
WI-IOI-0003 Client Satisfaction Survey Process
WI-IOI-0005 Control of Non-conforming Product Process
9.0 Records
Net Promoter Score Survey (CSS) Form
QMMS File
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