We achieved this by our total adoption of Net Promoter Score (NPS). We ask our customers to measure us every day using the simple and powerful Net Promotor Score (NPS) question: “How likely is it that you would recommend our company to a friend or colleague?”. This translates into a customer experience score between -100 and +100 with most companies achieving scores in a bell curve in the middle around 0.
When we set the goal of being the best, we decided that we would change everything to achieve this. Nothing was off limits.
We changed the transparency of NPS so everyone internally and externally can see how well we are looking after our customers on a real-time basis. We think it is a world first to share this. Our real-time customer experience score of +85 is the rolling average for the last 3 months.
We changed our systems and processes. We changed our people hiring profile. We changed our bonuses to be based on our NPS score achievement. We empowered our people.
Customer’s NPS scoring of our service has transformed us. In an industry known for its seriously bad customer service, we have done the opposite.
And now our passion and commitment for delivering an excellent customer experience has been recognised internationally with our win of the Best Customer Experience in the World for our Heartbeat program at the Annual World Communications Awards in London in October 2020.
Our CEO and co-founder David Tudehope shares the journey: “Our NPS journey started with the original ground breaking article in the Harvard Business Review ‘One number you need to grow’ that I read on a long flight from San Francisco 12 years ago. I emailed the article to my marketing manager at the time who was planning to add this one question to our already ridiculously long 50 question annual customer survey. I made the mistake of going along with this. Nothing changed.
Then 4 years ago we made the decision to get serious about NPS scoring and adopt the whole methodology, even the parts that were uncomfortable. We did away with the old annual survey and implemented real time surveys of all the important customer touch points and made NPS became the compass by which we made decisions. Interestingly today NPS is so firmly part of our culture that my role has moved on to recognising amazing customer service individuals and identifying new service innovations we can adopt”.
David is a member of the Australian Government’s Cyber Security Industry Advisory Committee.
David won the award for CEO of the Year in the World Communication Awards in London in October 2020.
Customer Magic—The Macquarie Way shines a light on how an Australian technology company grew from a challenger telecom brand in the 1990s into a dynamic billion-dollar company. In a market notorious for underserving and overcharging customers, Macquarie Technology Group harnessed the magic of customer experience to achieve seemingly impossible customer-centric results and become world leaders in delivering award-winning customer experience.
Joseph A. Michelli is a #1 New York Times bestselling author and a globally renowned consultant specialising in customer experience. He is the author of books about brands renowned for their stellar service and outstanding growth, such as the Ritz-Carlton Hotel Company, Mercedes-Benz, and Starbucks. Michelli was so impressed by Macquarie’s ability to deliver transformative customer experiences that he felt compelled to write this book.
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