Net Promotor Score Tracking (NPS®) and Surveying

Company: Emazzanti
Faculty Advisor: Michael Frank

Project: Net Promotor Score Tracking (NPS®) and Surveying Across a Major Portion of eMazzanti’s extensive customer base (over 1000 customers with over 30,000 end users) and gaining insight on their current customer service level

In response to the COVID-19 crisis, Stevens reached out to the mayor of the city of Hoboken, NJ to offer consulting services to local businesses. During the Fall of 2020, a Stevens team worked with this company and was tasked to understand their business model and its existing customer base as well reviewed its service desk ticketing process and the four systems providing feeds into its unified logging system. The team’s goal proposed some initial changes to the service/desk ticket process and attribution and to build key metrics and common benchmarks for service/management across all clients and business services. Spring 2022 semester will be our 5th semester working with this client.

This company offers a web-based platform and a trained service team which handles all the IT needs of small, medium, large businesses including 7×24 IT Support, Cloud Services, and Security and Privacy Services. Highly regarded for their customer service and the quality of their work, this rapidly expanding company is looking to reduce, streamline, and optimize their business processes. They are implementing a workflow orchestration platform and introducing robotic process automation (RPA) methods to take previously high volume, very manual processes, and fully automate them.

History of the work accomplished to date:

In Spring of 2022, Stevens worked with the eMazzanti marketing team and began focusing on the use of the Net Premotor Score (NPS). NPS measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round. For many firms, the NPS is considered the key measure of their customers’ overall perception of their brand.

For Summer 2022, the team with begin the process of operationalizing NPS as a key customer service metric of their service delivery: 

Based on the success of the Spring team, Carl Mazzanti, eMazzanti’s President, is going forward with putting NPS into full practice. Over the summer, Mr. Mazzaniti is bringing in a consultant from Europe with experience in deploying NPS. The consultant will be spending 90 days this summer assisting eMazzanti and the Stevens’ team to execute the NPS survey process. By the end of the summer, it is hoped eMazzanti should have a large enough survey of their customers’ perception of the firm and its current level of customer service. Core systems will be configured to allow NPS tracking to be part of eMazzanti’s business processes going forward. The team will make recommendations as to which processes will be adjusted to improve customer experience.

This is a high priority project for the company. Successful implementation of these capabilities will allow the company to significantly increase not only the customer experience but use customer success stories to further promote their services and grow their customer base and devices under management. MSIS, MBA and BIA Students with experience in process innovation, survey design and deployment, data analytics, database design, data integration, and the use of APIs should consider this project.

·Successful implementation of these capabilities will allow the company to significantly increase the number of clients and devices under management and the profitability of the company and to continue to improve their customer service. MSIS, MBA and BIA Students with experience in process innovation, database design, data integration, and the use of APIs should consider this project.

Team Qualifications:

A team will be composed of individuals, who collectively can provide experience in the following technical areas and advisory backgrounds. This experience may have been gained through prior educational and work experiences or through courses, internship work or research students have acquired while at Stevens:

· Marketing Management
· Customer Service Functions
· Consulting, business process design/ process innovation
· Database design and development
· Direct work with 3rd party software providers
· Web development
· Familiarity with quantitative and statistical concepts
· Strong technical skills in Microsoft Office; data visualization tools
· Strong interpersonal skills and the ability to interact well with all levels of management
· Ability to be a team player able to build productive relationships
· Business writing and presentation skills
· Knowledge of project management

If you have any questions about this project description, please email Christina Sargiss at businessprojects@stevens.edu for support.