Home » Impact Stories » A 20% increase in the overall Net Promoter Score (NPS) as part of a culture transformation initiative in a leading healthcare service provider In India.
A 20% increase in the overall Net Promoter Score (NPS) as part of a culture transformation initiative in a leading healthcare service provider In India.
The Business Context
During Covid 19, the NPS fell at an all time low.
The organization wanted to increase it’s NPS to drive sustainable growth and profitability.
It also wanted to reclaim it’s reputation among it’s customer base by changing the ways of working.
As part of it’s organization strategy, towards the above, it wanted to partner with an organization that had the capability and the capacity to deliver this transformation initiative pan India.
Our Approach
GrowthSqapes did a Customer Satisfaction survey to gather feedback from customers about their experience.
We also conducted diagnosis to do a skill/mindset-gap analysis.
A report was presented in the form of a workshop to the senior leaders.
Out of the above workshop, new ways of working were defined and decided. The same was cascaded to the entire organization.
Business Impact Created
A 20% increase in overall Net Promoter Score (NPS) in a period of 6 months.
A 50% increase in customer retention over a period of 12 months.
Stakeholder Sound Bites
“The entire intervention was received very well by our leaders”.
“We learnt how doing small things for our customers make a big difference”.
“I really learnt a lot about customer experience through this program”.
“I can see a visible increase in customer centricity in my branch staff”.