NPS + Detractor%

Customer Experience
 Index –
ü Customer Experience Matrix
ü No Tolerance Behaviors
ü What is NPS
ü How NPS Survey Works
ü How to Track NPS
ü NPS Survey Scheduler
ü Detractor%
ü 48 Hour Calling
ü Detractor Calling
Customer Experience

This is a matrix to measure customer QMS survey go to those customers who are detractors &
experience with products and services. NPS is Service Recovery NPS link
at 61.5% with 0.56% D% by Sept’22

Detractors due to field

experience issues like staff
didn’t attend properly, wrong The customer will receive the service
eye check up, rude behavior, recovery NPS link on SMS and whatsapp
no resolution provided is the once the detractor call is done via QMS and
area manager accountability marked it resolved post providing
and they should work towards satisfactory resolution to the customer
delighting every customer with
their services
Customer Service Essentials at Home Try On

Prioritize customers

Make them feel valued

Provide quick resolution

No Tolerance Behaviors

Did not attend the

Rude behavior Lack of ownership
customer

Lack of Interest Poor Follow Up Return refused

No action on delayed Order delivered but not

order Wrong commitment
handed over
Net Promoter Score
This is a matrix which we use to measure the customer satisfaction across the company.

NPS Scale is from 0 to 10

ü Promoters – 9,10 Extremely Happy Customers (Will always promote your brand)
ü Passive – 7,8 Happy Customers (Neither a promote nor Demote)
ü Detractors – 0-6 Dissatisfied Customers (Always demote the brand)

NPS calculation formula : No of promoters- No of detractors/Divided by total number of responses *100

Note : NPS is one of our important KPI which defines how we are serving customers and help to bridge gaps in customer experience
How NPS link works? Order Type NPS Survey Link Scheduler
Ø In HTO the orders are directly Shipped to customers’ address –The customer
will receive NPS link post 48 hours of order delivery basis latest shipment Ship to The link will go to the customer on the 3rd day
delivery date in the order Customer Order of the order delivery (Basis latest shipment)

NPS survey link remains active for 20 days and customers can fill the survey
anytime within 20days

NPS survey link will get expired once the customer will open it. Customer won’t
be able to fill the survey later using the same link.

NPS Survey Test Link- https://cx.cloudcherry.com/ns/#/login?token=LN-389757&mode=reuse

Please note that surveys given by the customers as mentioned below will not be considered in NPS calculation-

ü Loyalty orders like gold membership, insurance, gift voucher purchase

ü Only one survey (i.e first filled survey) from one customer will be considered in a month in case, the customer has
purchased multiple orders across Lenskart.
ü Surveys filled via Lenskart official/personal email ids/contact numbers will be removed
How to track NPS ?

Ø CloudCherry : CloudCherry is a third party portal where we get all the live responses dump directly from
customers including duplicate, employee responses etc
Ø QMS : It’s the Lenskart tool which is majorly used by the ground staff for daily activity. The staff can track the NPS
report from merchandising dashboard
Ø Power BI : Its an data analytics tool which we use to create reports. In BI NPS we have checks to ensure no
duplicate responses. Employee responses are considered.
Ø Central Ops Report- NPS report is rolled out centrally on the daily basis which you can refer

AOM’s can use the CloudCherry to drive the NPS on live basis. However, it will have all the responses including
duplicates which will be filtered out in Power BI reporting.

Note : In Majority of the case the number of responses in CC will always be on the higher end compared to BI report because of the
checks we have in place
 Detractor%
How Detractor% gets calculated–

It is calculated as No of detractors/Total no of bills

Eg. A store has received 3 detractors with 300 bills in a month then detractor% will be 3/300 which
is 1%

How to Control Detractor%-

ü By doing 48 hour service call to every customer after 48 hour of product delivery via 48 hour
calling panel in QMS to ensure that the customer is satisfied with the product and services.
ü By ensuring proper quality check of the product and dispensing it once delivered in the store
before handing it over to the customer
ü Every store must focus on delivering best customer experience to ensure no detractor from any
customer
ü We at Lenskart focus on no detractors from the customers by working towards customer
satisfaction collaboratively.
*Kindly note that in market, Detractor% is calculated on no of detractors/total number of NPS responses. However, it works on the no of bills in lenskart*
48Hrs Calling Process
The purpose of 48hrs calling is to understand whether the customer is satisfied with the overall product and services.
The person who has sold the product is expected to call their customers post 48hrs of handover/delivery to take the customer
feedback and help solve in case of any query/ issues.

• The customer data for 48hrs calling will reflect in QMS post 48hrs of delivery/handover of order
• The employee who has sold the product to the customer needs to call within 48hrs of data reflecting in QMS to take
customers feedback and help resolve their queries / issues if any
• In case the customer is facing any issues, you are required to take proper follow up till closure
• If the customer is not contactable in the 1st attempt, you are required to make two more attempts before closing the case
• Kindly note that we have to make total three attempts, one call per day if the customer is not contactable/ Not answered the
call
• Please do not dispose any call without attempting the customer via QMS

Please note the following

• 48hrs calling adherence is been calculated basis the calls which you are making via QMS and not via your personal mobile
number
• If the call has been disposed without calling the customer via QMS, it will impact your 48hrs calling adherence and BSC
• We need to ensure minimum 65% of the customers are connected and spoken too
48hrs Calling Flow in QMS
Ø To do 48hrs calling (Service call) , the staff need to install QMS app in their phone
Ø They need to login using there registered phone number and use the 4digit pin to access the 48hrs calling data by using respective
store email id and QMS password.
Android : https://play.google.com/store/apps/details?id=com.lenskart.omniqms&hl=en
ios : https://biz.lenskart.com/qms

After clicking on the 48hr calling icon, new

page will open where all the calls will reflect
48hrs Calling Flow in QMS

Once you click on the order id , you will be able to see

a new page with customer id and order details

Click on the order detail and call option will

be visible
48hrs Calling Flow in QMS

After clicking on call option , New window will appear

with call status. Click on call from mobile

The call will get routed though mobile via

extension number
Which calling process to be followed?
 When to select which status to dispose the 48hrs calling in QMS ?

Status When to select

Happy If a customer informs the agent he’s satisfied with the
product and the service
Unhappy If a customer informs the agent he’s not satisfied or not
comfortable with the product/service

Do not Call If a customer informs the agent he doesn’t wish to receive

any communication from our end
Unable to If a customer is not responding to our call / the ph is switched
Connect off/ Not reachable
Call Back If a customer requests us to call after sometime
48 Hrs. Service Call Script
48 Hrs. Service Call Script- Hinglish
48 Hrs. Service Call Script- Hindi
 What is Detractor and why the customer gives detractor to a company
A customer gives a detractor to show his dissatisfaction towards the Service/Product Quality
Detractor Calling Process
1.Detractor Calling needs to be done via QMS
2. Detractorthcalling data will reflect in QMS on the very next day of a detractor received by the store. Example – Store received a detractor on 13th July then the data will reflect in their
panel on 14 July.
3. Detractor calling needs to be done only by the store manager with in 24-48hrs of order reflecting in the panel
4. Detractor calling will be visible to all the staffs and as per SOP it needs to be done by the SM only

Current Challenges in Detractor Calling

1. Currently majority of the stores are not doing the detractor call via QMS. The movement they receive a detractor they call the customer to understand the reason
2. Most of the stores complain about the data visibility à In QMS when we open detractor call the auto selected date filter is D-2. Team need to change the date filter to see the data
3. If a call has been attempted by a staff then the same data will not be visible to rest of the team member
4. If we want to make a reattempt to the customer the same call will reflect under the status marked by the staff on the pervious call
5. There are few staffs who make the calls via their personal number and dispose the call in QMS(It’s a wrong practice)
6. Currently most of our store team is not doing the detractor call via QMS in 24-48hrs of call reflecting in the panel.
7. Detractor calling is directly related to service recovery NPS. Once you mark the call as resolved the customer will receive a link and he will be rating us basis the quality of call &
resolution provided by the SM

Regional Manager Empowerment

A key principle of employee empowerment is providing employees the means for making important decisions and helping ensure those
decisions are correct.
Detractor Reason Level 1 Level 2 Level 3
Store Experience- Rude Behaviour Apology Send Flowers Send Area Manager to the customers house to apologize
Aggressive Selling - adding anything to cart Apology Refund the same value added via
without informing customer GV

Late delivery Offer 30% GV + upto 5K Send Flowers 1. Offer refund if the product value is upto 1500/-
2. Offer 30% refund if the product value is greater than 1500/-
SV> 10 Days TAT
Bifocal/Progressive > 15 days TAT
Refused Return Apologize + Initiate return 10% discount on the replacement Send Flowers
product

Bad Repair/Broken while or post repair Offer Replacement If Repair TAT> 7 days, send flowers
along with the replacement

Product Quality/QC Issues Apologize and Offer Offer 10% GV + along with Offer 20% GV along with replacement
Replacement replacement

Vision Issue/Wrong Powers Apologize and Offers Upgrade Antiglare to BLU and BLU Send Flowers
Replacement to BLU+ Free of cost

Contact Lens Quality Issue Apologize and Offer 1. Refund if order value is less Send Flowers and offer free contact lens solution
Replacement than 500 INR
2. Replacement if order value is >
500 INR with 20% GV

Offers Related Apologize and gave clarity If Discrepany in offer is genunie, Offer 10% GV+ as a token of apology
on the offer refund the difference amount to
the customer
Concept of Detractor Calling
Purpose
• To understand the root cause
• Increase the chance of retention by providing the right resolution
• Create a customer-centric culture where everyone is accountable for each detractor’s experience
• Follow up with detractors to show that your brand prioritizes customers
• Convert detractors into promoters

Responsibility of Detractor Calling

• All the detractors needs to be called only by the store managers
• In case, If SM is on long leaves/week off - 2nd in command needs to pick it up

Detractor Calling TAT

• All Detractors to be called within 48hrs of Detractor received
Types of Detractors
• Rude Behavior
• Detractors due to Poor QC at Store
• Aggressive Selling
• No Ownership
• Didn’t Attended Properly
• Alignment – Shipped to Store
• Wrong Commitment
• Pitched for NPS

Detractor Calling Ticket & Resolution

There are two type of cases
a. First Call Resolution (FCR) : you are able to resolve the issues over the call à No ticket to be created
b. Non FCR Cases : which we are unable to resolve over the call and need support from the offline team
à raise ticket to offline team via POS under “Detractor Calling”
c. We have to ensure that we must provide resolution within 5 days post connecting with customer for
NON FCR Cases
The Ticket must be raised under “Detractor Calling”
category to prioritize the resolution

Follow ups

Do strong follow up to ensure that the

things are moving in right direction and
issue resolved
Things to Remember

• No Detractor due to QC issues for shipped to customer order

• No Detractor due to Rude behavior and lack of ownership
• Transparency – Keep the customer informed when you add insurance or gold membership in the cart
• Ensure that the agent mobile are working and all calls are being answered
• Detractor calling to be done by the Area Managers only
• Use of Empowerment Policy wisely by Regional Managers
• Do strong follow ups by Area managers
Service Recovery NPS
Customers receive one more link from our end after the team makes the detractor call via QMS to rate the call
Service recovery and Detractor Calling are interlinked. If we do our detractor calling timely and provide resolution to the customers we will get the
opportunity to convert our detractors to promoters

Challenges in Service Recovery NPS

1. Currently teams are not doing their detractor call on time i.e. within 24-48hrs of orders reflecting in the QMS
panel
2. We need to provide resolution to the customers for the concern raised by them so they can become our
promoters
3. We need to ensure that the calls are getting connecting so that the customers queries are heard and we provide
resolution to the customer
4. Every call needs to be marked as resolved in QMS post giving resolution so that the customer receive service
recovery NPS link.
5. Currently the number of cases marked as resolved is less because of which we are not able to send the links to
the customers
6. This NPS is Regional Manager’s Responsibility
7. The service recovery NPS has no expiry. Customer can rate us as per their convenience. However, we will only
consider the response received against the month in which the detractor was received .
Service Recovery NPS Survey

The customer will receive the service recovery NPS link on SMS and whatsapp once the detractor call is done via QMS
and marked it resolved post providing satisfactory resolution to the customer

This NPS is Regional Manager’s Responsibility