Nps Case Study 73

1. Canadian Nurse Practitioner Initiative (CNPI) Canadian Nurse Practitioner Initiative. Ottawa, ON: Canadian Nurses Association; 2005. Literature review of NP legislation and regulation.

2. Furlong E, Smith R. Advanced nursing practice: policy, education and role development. J Clin Nurs. 2005;14:1059–1066. doi: 10.1111/j.1365-2702.2005.01220.x.[PubMed][Cross Ref]

3. Lewis S. Afterword. In: Baker GR, MacIntosh-Murray A, Porcellato C, Dionne L, Stelmacovich K, Born K, editors. High Performing Healthcare Systems: Delivering Quality by Design. Toronto, ON: Longwoods; 2008.

4. Horrocks S, Anderson E, Salisbury C. Systematic review of whether nurse practitioners working in primary care provide equivalent care to doctors. Br Med J. 2002;321:819–823. doi: 10.1136/bmj.324.7341.819.[PMC free article][PubMed][Cross Ref]

5. Lenz E, Mundinger M, Hopkins S, Lin S, Smolowitz J. Diabetic care processes and outcomes in patients treated by nurse practitioners or physicians. Diabetes Educator. 2002;28:590–598. doi: 10.1177/014572170202800413.[PubMed][Cross Ref]

6. Lenz E, Mundinger M, Kane R, Hopkins S, Lin S. Primary care outcomes in patients treated by nurse practitioners and physicians: two year follow-up. Med Care Res Rev. 2004;61:332–351. doi: 10.1177/1077558704266821.[PubMed][Cross Ref]

7. Baer LC, Baldwin KA, Sisk RJ, Watts P, Grinslade MS, Brockschmidt B, Dinger MK, Marion LN, McCubbon J. Development of an instrument to measure community acceptance of nurse practitioners and physician assistants. J Nursing Measures. 1999;7:63–77.[PubMed]

8. Mundinger M, Kane R, Lenz E, Trotten A, Tsai W, Cleary P, Shelanski ML. Primary care outcomes in patients treated by nurse practitioners or physicians: A randomized trial. J Am Med Assoc. 2000;283:59–68. doi: 10.1001/jama.283.1.59.[PubMed][Cross Ref]

9. Newhouse RP, Stanik-Hull J, White KM, Johantgen M, Bass EB, Zangaro G, Weiner JP. Advanced practice nurse outcomes 1990–2008: a systematic review. Nurs Econ. 2011;29:230–250.[PubMed]

10. Quagliette S, Anderson B. Developing the adult NPs role in home care. Nurse Pract. 2002;27(14):81–82.[PubMed]

11. Schreiber R, MacDonald M, Davidson H, Crickmore J, Moss L, Pinelli J, Hammond C. Advanced Practice Nursing in British Columbia: Opportunities and Challenges, Final Report. Victoria, BC: Canadian Health Services Research Foundation; 2003.

12. Gogan MJ, Maybee P. Patient satisfaction with nurse practitioner care in primary care settings. Aus J Adv Nursing. 2011;28:12–19.

13. Budzi D, Lurie S, Singh K, Hooker R. Veterans’ perceptions of care by nurse practitioners, physician assistants, and physicians: a comparison from satisfaction surveys. J Am Acad Nurse Pract. 2010;22:170–176. doi: 10.1111/j.1745-7599.2010.00489.x.[PubMed][Cross Ref]

14. Thrasher C, Purc-Stephenson R. Patient satisfaction with nurse practitioners in emergency departments in Canada. J Am Acad Nurse Pract. 2008;10:231–237. doi: 10.1111/j.1745-7599.2008.00312.x.[PubMed][Cross Ref]

15. Sidani S, Doran D, Porter H, Leforte S, O’Brien-Pallas L, Zahn C. Outcomes of nurse practitioners in acute care: an exploration. Int Adv Nursing Prac. 2007;8:3.

16. DiCenso A, Paech G. IBM Corporation: Report on the Integration of Primary Care Nurse Practitioners in the Province of Ontario. Toronto, ON: Ministry of Health and Long Term Care; 2003.

17. Martin-Misener R, Reilly SM, Robinson Vollman A. Defining the role of primary health care nurse practitioners in rural Nova Scotia. Can J Nurs Res. 2010;42:30–47.[PubMed]

18. Reay T, Patterson EM, Halma L, Steed W. Introducing a nurse practitioner: experiences in a rural Alberta family practice clinic. Can J Rural Med. 2006;11:101–107.[PubMed]

19. Sawchenko L, Fulton T, Gamroth L, Budgen C. Awareness and acceptance of the nurse practitioner role in one BC health authority. Can J Nurs Leadersh. 2011;24:101–111. doi: 10.12927/cjnl.2012.22715.[PubMed][Cross Ref]

20. Stevenson L, Sawchenko L. Commentary. Can J Nurs Res. 2010;42:17–18.[PubMed]

21. Delamaire M, Lafortune G. OECD Health Working Papers. Paris: OECD Publishing; 2010. Nurses in advanced roles: a description and evaluation of experiences in 12 developed countries.

22. Pringle D, Doran D. Patient outcomes as an accountability. In: Doran DM, editor. Nursing-Sensitive Outcomes: State Of The Science. Sudbury, MA: Jones and Bartlett; 2003. pp. 1–26.

23. Sidani S, Irvine D. A conceptual framework for evaluating the nurse practitioner role in acute care settings. J Adv Nurs. 1999;30:58–66. doi: 10.1046/j.1365-2648.1999.01049.x.[PubMed][Cross Ref]

24. Pogue P. Nurse practitioner role: nursing needs it. Can J Nurs Leadersh. 2007;20:1–5.[PubMed]

25. Ingersoll G, McIntosh E, Williams M. Nurse sensitive outcomes of advanced practice. J Adv Nurs. 2000;32:1272–1281. doi: 10.1046/j.1365-2648.2000.01598.x.[PubMed][Cross Ref]

26. de Witt L, Ploeg J. Critical analysis of the evolution of advanced practice nursing in Canada. Can J Nurs Res. 2005;37:116–137.[PubMed]

27. DiCenso A. Roles, research, resilience: the evolution of advanced practice nursing in Canada. Canadian Nurse. 2008;104:37–40.[PubMed]

28. Hutchison B. A long time coming: primary care renewal in Canada. Health Care Papers. 2008;8:10–24. doi: 10.12927/hcpap.2008.19704.[PubMed][Cross Ref]

29. Romanow R. Building on Values: The Future of Health Care in Canada. Ottawa: Commission on the Future of Health Care in Canada; 2002.

30. Department of Health and Ageing . Improving Primary Health Care for all Australians. Canberra: Commonwealth of Australia; 2011.

31. Fooks C, Lewis S. Discussion Paper No H/05. Ottawa: Canadian Policy Research Network Inc; 2002. Romanow and beyond: a primer on health reform issues in Canada.

32. Health Council of Canada . Primary Health Care: A Background Paper to Accompany Health Care Renewal in Canada: Accelerating Change. Toronto, ON: Health Council of Canada; 2004.

33. Gilmer MJ, Smith M. The nurse practitioner provides a substantive opportunity for task substitution in primary care - YES. J Primary Health Care. 2009;1:140–142.[PubMed]

34. Watson D, McGrail KM. More doctors or better care? Healthcare Policy. 2009;5:26–31.[PMC free article][PubMed]

35. Collier R. Higher percentage of medical school graduates seek family medicine residencies. CMAJ. 2010;182(9):E411–E412. doi: 10.1503/cmaj.109-3260.[PMC free article][PubMed][Cross Ref]

36. Kasperski MJ. Where have all the Family Doctors Gone: A Discussion Document. Toronto, ON: Ontario College of Family Physicians; 2001.

37. Wong ST, MacDonald M, Valaitis RK, Kaczorowski J, Munroe V, Blatherwick J. An Environmental Scan of Primary Care and Public Health in the Province of British Columbia. Vancouver, BC: Centre for Health Services and Policy Research, University of British Columbia; 2009.

38. Laurant M, Harmsen M, Faber M, Wollersheim H, Sibbald B, Grol R, Nijmegen RU. Revision of Professional Roles and Quality Improvement: A Review of the Evidence. London: The Health Foundation; 2010.

39. Sibbald B, Bojke C, Gravells H. National survey of job satisfaction and retirement intentions among general practitioners in England. Br Med J. 2003;326:22–24. doi: 10.1136/bmj.326.7379.22.[PMC free article][PubMed][Cross Ref]

40. Lepnurm R, Dobson RAB, Keegan D. Factors associated with career satisfaction among general practitioners in Canada. Can J Rural Med. 2007;12:217–230.[PubMed]

41. Van Ham I, Verhoeven A, Groenier KH, Groothoff JW, De Haan J. Job satisfaction among general practitioners: a systematic literature review. Euro J Gen Prac. 2006;12:174–180. doi: 10.1080/13814780600994376.[PubMed][Cross Ref]

42. Chauban TS, Jong M, Buske L. Recruitment trumps retention: results of the 2008/09 CMA Rural Practice Study. Can J Rural Med. 2010;15:101–107.[PubMed]

43. Hogg W, Rowan M, Russell GM, Geneau R, Muldoon L. Framework for primary care organizations: the importance of a structural domain. Int J Qual Health Care. 2008;20:308–313. doi: 10.1093/intqhc/mzm054.[PMC free article][PubMed][Cross Ref]

44. Russell GM, Dabrouge S, Hogg W, Geneau R, Muldoon L, Tuna M. Managing chronic disease in Ontario primary care: the impact of organizational factors. Ann Fam Med. 2009;7:309–318. doi: 10.1370/afm.982.[PMC free article][PubMed][Cross Ref]

45. Pottie K, Farrell B, Haydt S, Dolovich L, Sellors C, Kennie N, Martin CM. Integrating pharmacists into family practice teams. Can Fam Physician. 2008;54:e1–e5.[PMC free article]

Demonstrating the success of the Net Promoter Score methodology to skeptical senior management can sometimes be difficult.  It is especially so if you are trying to prove it before your organisation has implemented any changes.

One way to prove the value of NPS® is to use external success stories and case studies to show what has been done by other organisations.  Unfortunately, finding those case studies can be very difficult.

To try to overcome this issue, I have decided to create a list of case studies and references that are public domain.  This blog post will be updated whenever I have new material.

This is an adjunct to my other source list post: Net Promoter Score Research: the “for” and “against” list

If you have results or a link to a published article, presentation or other source please use the comment box below to let me know and I’ll add it to this list so we can all benefit.

I’ve pulled some of the key benchmarks into a into a referenced Business Case Benchmarks document for use in your business. Download it now

Macquarie Telecom Group

(November 2016)

Macquarie Telecom Group are an Australia’s data centre, cloud, cyber security and telecom company for mid to large business and government customers. They have identifed that their customer retention and cross sell have increased while debtors have decreased as Net Promoter Score has improved.

Temkin Group Research (June ’16)

New research from Temkin indicates:

NPS was highly correlated to the likelihood of a customer to purchase more from a company (R = 0.81).

When compared with detractors: …
– promoters are more than five times as likely to repurchase from companies
-more than seven times as likely to forgive companies if they make a mistake
-almost nine times as likely to try new offerings from companies.

Business Telco Uses NPS To Increase Orders

Business Telco provider used NPS process to increase orders by 150% Click to Tweet

IT Supplier Uses NPS to Find New Sales

IT Product Supplier used NPS process and identified new opportunities in 39% of follow-up meetings [Tweet this stat]

IT Vendor Doubles Growth Rate

IT Vendor used NPS process and doubled growth rate in accounts that participated [Tweet this stat]

Forrester Finds Customer Experience Drives Revenue

According to Forrester, Customer Experience affects the bottom line: Annual revenue change from a modest shift in customer experience for a $10 billion company [Tweet this stat]

  1. Buying more products: $64million
  2. Reduction in churn: $116 million
  3. Word of mouth $103million

Global Communications Business Increases Sales by 13%

Global Comms business identified the need to improve order processing that increased loyalty and improved margins.  Increased sales by 13% in a single digit growth industry [Tweet this stat]

Global B2B Company Doubles Loyalty

A Global B2B has a quarterly review of results and action plans with Executive team, team leaders, sales leaders.  Achieved 100%+ increase in loyalty, double digit growth in mature market [Tweet this stat]

Global Facilities Company Lifts Retention Rates 46%

According to Forrester, aGlobal Facilities company  improved their retention rates by 46%, using the Net Promoter process. [Tweet this stat]

Cablecom Find Lifetime Value Linked to NPS

The image below shows a chart of Customer Lifetime Value Vs. NPS.  If you review it you will see that the Promoters (9 or 10) make up 40% and Detractors (0-6) make up 24% of the highest value group. [Tweet this stat]

A&E Television shows strong link between NPS and Ratings

The chart below shows that Net Promoter Score and Ratings are mostly correlated for A&E Television shows.  Low NPS drives Low Ratings, High NPS drives High ratings. [Tweet this stat]

Major Telco Links NPS to Churn

A major Telecom company was able to deliver a 25 point increase in NPS which lead to a 3% reduction in early life churn and a 5% increase in first call resolution. [Tweet this stat]

Optus (Telco) Links NPS to Customer Experience to Reduction in Churn

“Optus’ country chief officer Kevin Russell said that the carrier’s customer-focused initiatives were paying off, with a 50 per cent decline in the number of new complaints to industry ombudsman and a six points jump in its Net Promoter Score over the December quarter.

“This has put Optus’ benchmarks for customer experience into positive territory for the first time in a number of years,” Optus said in a statement.

“These customer experience improvements are reflected in a reduction in mobile postpaid retail churn to 1.4 per cent.”

Business Spectator

Allianz Shows High NPS => High Revenue Growth

The chart below shows that Allianz operating units with a high NPS have a higher overall compound annual growth rate (CAGR) than those with lower overall NPS scores. [Tweet this stat]

Retailers link NPS to Store Sales

The chart below shows that in stores with a high NPS customers bought one or more product 20% more of the time than stores with a low Net Promoter Score [Tweet this stat]

Swiss Re Discovered that Promoters Pay More

Swiss Re found that there was a clear relationship between NPS and Long-Term Rate Adequacy.  Strong Promoters (100) pay about 5% more than Passives (0) and 10% more than low Detractors (-100). [Tweet this stat]

eBay Linked NPS to Revenue

eBay found, see chart below, that the average GMB (revenue score) is consistently higher for Promoters than Detractors, across their 6 top markets. [Tweet this stat]

Maersk Link Shipping Increases with increases NPS

“Maersk correlated a 4 point increase in Net Promoter Scores with a 1% increase in additional volume shipped by customers”. Training improves Net Promoter Scores in local regions. “Maersk gave regional divisions the option of putting regional customer experience councils in place. The 55 regions that have set up local councils also received a three-day training course in customer experience improvement methods. The firm then did a study comparing regions with and without a council. The result: participating local offices score 10 points higher on their NPS than those offices that opted out”. [Tweet this stat]

Health Insurance Provider nib links NPS to attrition rates

For nib health funds is one of Australia’s leading and fastest growing health fund, The risk of attrition for Detractor respondents is 1.5 times that of Promoter respondents. Plus a one point increase in “Would Recommend” score results in a decreased of risk of termination by 7.8% [Tweet this stat]

Multi-industry NPS -> Revenue growth linkages

More statistics showing that NPS and Revenue Compound Annual Growth Rate ( CAGR) are linked. [Tweet this stat]

American Express Links Shareholder value to NPS

Amex says: “We track [NPS] all the way to shareholder value. For a promoter who is positive on American Express, we see a 10% to 15% increase in spending and four to five times increased retention, both of which drive shareholder value. In fact our operating expenses associated with service have gone down because we’re more streamlined, and we limit friction points and errors. [Tweet this stat]

Tech companies NPS linked to purchasing momentum

NPS links well to market share momentum for Tech Companies. Temkin Group recently surveyed 800 IT professionals from large companies. They asked the IT professionals how much their company was planning to spend in 2012 compared with 2011 and mapped this data with NPS and asked them a series of questions about tech vendors. The result is below. [Tweet this stat]

Full story: Net Promoter Score and Market Share For 60 Tech Vendors

Organge France (Telco) Links Churn to NPS

Orange France has identified that NPS is highly correlated with churn propensity. [Tweet this stat]

Full story: Orange France – Using NPS as a Lever for Organizational Change

Progressive Insurance Correlates Retention rate to NPS

Progressive Crop. has identified a solid correlation between NPS and insurance policy customer retention: [Tweet this stat]

“Three things that I want you to note from this overall segmentation. First, solid correlation between policy life expectancy and Net Promoter Score. So while we monitor, measure and act on Net Promoter Score and make investments to move that, we’re investing to improve our policy life expectancy.”

Source: The Progressive Corporation Investor Relations Meeting

Outsourcing Company links sales and revenue to NPS

Teletech reports that after NPS methodologies were implemented at one organisation…

NPS increased by 20 percent …

Furthermore, sales and revenue significantly increased. The chat sales conversion rate went up by more than 62 percent, while the amount of revenue generated for chat interactions went up by more than 51 percent.

Bain Calculates the Incremental Value of a Promoter — Multi-industry

This data from Bain in 2013 shows the incremental value of a Promoter over a Detractor for a variety of industries. You can see for example that you can more than quadruple the value of a customer in some businesses.

Telco iiNet Directly Links Net Profit to NPS

iiNet’s CEO Michael Malone states in this interview that a 1-point increase in their NPS equaled an A$1.6 million increase in net profit after tax [Tweet this stat].

He also explained that iiNet’s customer service team is its “heroes” and claims that a 0.1% improvement in customer churn added up to 20% recurring improvement in sales.

Heineken Links Revenue to NPS

What’s the value of driving customer satisfaction? – Promoters spend 2.5 times more than detractors. [Tweet this stat]

 

Source : http://www.syngro.com/knowledgebase/publications/case-studies/heineken-case-study/

Stora Enso (Pulp and Paper manufacturer, B2B)

Company focused on converting Detractors. In a direct comparison of the same group of customers, Stora Enso converted 77% of Detractors to Passives and Promoters.

These “converts” changed their purchasing behaviour as a result:

  • Customers who remained Detractors—average sales fell 36%
  • Customers who were converted to Passives—average sales increased by 16%
  • Customers who were converted to Promoters—average sales increased by 25%

Source: Syngro

British Gas NPS Turn Around

British Gas’s NPS program delivered substantial returns.

Symantec Reduces Costs

Symantec implemented Net Promoter in the part of the business that develops and market “Norton” products. In the process they substantially lifted their Net Promoter score and delivered, amongst other benefits:

  • Support achieved a 10-12% reduction in call times, plus agents now handle an average of 1.6 customers at a time.
  • 30% reduction in support costs was reinvested in the customer experience, keeping overall budgets flat.

Source: Satmetrix Case Study

I’ve pulled some of the key benchmarks into a into a referenced Business Case Benchmarks document for use in your business. Download it now

Links to Source Documents

Some of these documents may require you to have access to a specific site.  We cannot help you gain access to those site(s), you must do so yourself.

(1) Satmetrix, Improving Net Promoter Scores in Business to Business Relationships Net Promoter Conference 2009

 

Filed Under: Case Studies and Statistics, Net Promoter ScoreTagged With: Net Promoter, Net Promoter Score, netpromoter, NPS, Success Stories

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