Using NPS as a Lever for Organisational Change - Deborah Eastman

The second presentation of the day was delivered by Dominique Soudais who is responsible for customer experience at Orange. Orange is an international company providing fixed line, mobile and Internet services. They have 170 million customers on 5 continents.

Orange uses Net Promoter as a lever for organisational change, referring to it as the “magic KPI.”  Their goal is to help customers be more empowered and achieve more where they live, work and play.  Their strategy for growth includes investing in new technologies, such as fiber, that deliver incremental value for customers.  This strategy requires increased focus on customer experience and word of mouth.