IACCM Contract Management Forum

« view all forum posts

National Australia Bank (NAB) Ltd
2019-01-25 05:41:53

NPS as a service level

I've recently been asked to explore introducing a new service level to measure our employees' NPS rating of one of our technology suppliers. Given NPS is a subjective measure the supplier has verbally indicated to me that they would be reluctant to agree to introducing it, and I tend to agree with their position.

Does anyone have any experience with using NPS as a service level, or used some other form of customer satisfaction metric? Or is this sort of metric best reported elsewhere? Appreciate any thoughts or suggestions from the IACCM community.
 •  National Australia Bank (NAB) Ltd  •   2019-01-28 22:50:07
To clarify, NPS in this case is an initialism for Net Promotor Score. This Wikipedia article explains how it is used: en.wikipedia.org/wiki/Net_Promoter
 •  CoreLogic  •   2019-05-17 09:09:07
Instead I would recommend to use customer satisfaction survey to measure satisfaction score of your employees with technology suppliers.

You may ask your technology suppliers to roll out customer satisfaction survey as part of vendor governance framework to measure business stakeholders satisfaction with respect to service performance / competency / value addition / innovation / flexibility / value for money

Replies: 2
Filter by category
Operations & Capabilities
Organization & People
Strategy & Management Tools