Measuring Customer Experience - How TCC are using Net Promoter Score for customer advocacy and feedback
72 Devonport Rd,
Tauranga City Council's organisational strategy is to put people (their customers) at the centre of what they do. To support this, an initiative to understand what their customers actually think was initiated. They wanted to learn from the thousands of little customer interactions that occur within their organisation every day to continuously improve and adapt their services to meet their customers' needs over time. To gain this understanding a management tool known as Net Promoter Score (NPS) was implemented.
Hear how Tauranga City Council have translated NPS into customer advocacy and feedback and how it has demonstrated that their customers want to engage and provide feedback and that their people have the capability and willingness to respond to this feedback.
There will be a $23 dinner served as well as a cash bar.
About The Speaker
Maria Elliott is an experienced business partner, helping to bridge the gap between the Digital Services Group within TCC and the wider organisation. Her role at TCC is essentially about helping the technology people work with the business people more successfully and to assist TCC to reach their strategic objectives.
With an extensive background in utilities, Maria is an experienced project analyst and Lean Six Sigma Black Belt who works with business units to improve communication, understand their desired outcomes and prioritise their work. Advocating for the customer is a key strength along with a drive for results.
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Please note that this session may be video or audio recorded for viewing by other members at a later date. As it is possible that audience members may be incidentally recorded, please let us know if you specifically want to be excluded and we will ensure you are not shown.
|ITP Financial Members||FREE|
|Staff of Corporate Partners (20% Discount)||$17.39 + GST / $20.00 incl GST|
|Non-Members||$21.74 + GST / $25.00 incl GST|