Notes

day1
Net promoter System
feedback
rating: experience, resolution.
1-10 net promoter score
1-6- detractor(not liked)
7-8 -passive(neutral)_
9-10 - promoters(excellent)
scorecan be calculated
prometer% - passive%- detractor%
components of nps
customer-NPS includes collecting customer feedback, calling the customer to confirm understanding of their issues, and sharing that information with the right teams.
Representatives of Comcast -NPS includes increasing one-on-one coaching and team huddle connections. It also collects feedback from representatives of Comcast on their overall satisfaction and on how to improve customer experiences.
Empowerment
NPS includes sharing, recognizing and prioritizing issues raised by representatives of Comcast and communicating solutions
*The NPS System Focuses on Three Key Areas
How customers are served
How agents are listen to
How agents are empowered to elevate and resolve issues
NPS Surveys
Using surveys, customers and representatives of Comcast are asked to provide feedback on company performance in these areas.
Transactional NPS (tNPS) - measures how customers feel after interacting with Comcast, such as talking with a call center agent or working with a store representative or technician.
Relationship NPS (rNPS) - measures how customers feel about their overall experience with Comcast as a brand.
phases of feedback
phase 1Feedback is received as a numerical rating of 0 to 10, along with optional written comments. Once feedback is received, follow up occurs with customers and agents as needed to ensure the context of their response is fully understood. After the context has been collected, survey respondents are thanked for their insights and information is shared with the right teams to help.
Phase 2
Step 1
Elevations are recognized and prioritized, and strategy sessions and team huddles are used to develop group learnings and elevations that could be implemented to create systemic improvement.
After the surveys, huddles, and listening, the data is used to improve both the agent and customer experience. Let's take a look at elevations, and how they are handled:

1

1
Journey of Elevation

2

2
Prioritizing of Elevations

Journey of Elevation

The below example of a sample elevation and the steps that it goes through.

Step 1
An elevation is submitted to improve the communication process to customers waiting for a drop/bury, which is a Special Request Order.

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Step 2
The elevation is reviewed by a Comcast Region and/or Division teams and routed to Comcast Headquarters.



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Step 3
Comcast Headquarters Special Request Order team evaluates impact, scale, scope, and level of effort to make requested updates.

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Step 4
Based on impact, scope, scale, level of effort, and prioritization with other projects, the communication process is improved for Xfinity customers.

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Step 5
Functionality is developed, trialed, piloted, and/or deployed.

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Prioritizing of Elevations

Several factors are considered when prioritizing elevations. They fall into three categories: impact, scale and scope, and level of effort. You can see below the kind of questions that are asked to gauge each of these categories.

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course 3
Quality foundation
quality automation= good insights


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comcast network product and services
Overview
Internet Essentials is Comcast’s signature community impact initiative and the nation’s largest and most comprehensive high-speed internet adoption program for low-income households. It brings high-speed internet to income-constrained households, so they can have more access to homework, job opportunities, healthcare and benefits, higher education resources, and more.
Low-cost internet service (speeds up to 50/10 Mbps) for $9.95 per month plus tax, or (speeds up to 100/20 Mbps) for $29.95 plus tax, including in-home WiFi at no additional charge.*
Wireless Gateway (XB3).
Unlimited access to Xfinity WiFi Hotspots.
Free internet training (English or Spanish) online, in print, or in person.
Free Getting Started kit (free shipping or Xfinity Retail Store pickup)** or Professional Installation
Wireless Gateway (XB3).
Unlimited access to Xfinity WiFi Hotspots.
Free internet training (English or Spanish) online, in print, or in person.
Free Getting Started kit (free shipping or Xfinity Retail Store pickup)** or Professional Installation
* Eligibility *
live in an area where Xfinity Internet is available.
Qualify for programs like the NSLP, housing assistance, Medicaid, SNAP, and others, or are enrolled or enrolling into Affordable Connectivity Program (ACP) through Xfinity.
Have not had Xfinity Internet within the last 90 days (unless enrolled or enrolling in ACP through Xfinity; or except for the City of Philadelphia where this requirement doesn't apply).
Have no outstanding debt to Comcast that is less than one year old (unless enrolled or enrolling in ACP through Xfinity*).