Case Study

Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

Partnership With Jellyvision Lab Leads To An Engaging Training Module

February 23rd, 2012
Reineke Reitsma, null
Reineke Reitsma
With contributor:
Samantha Jaddou

Summary

One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked with promoting Net Promoter Score (NPS) to the global organization. After looking into a number of options, the team decided to opt for eLearning with a twist — using humor as a way to communicate and train. Philips developed a short, interactive quiz with Jellyvision Lab that explains the basics of NPS and delivers a "sticky message." Within six months, more than 16,000 employees had taken the training, with very positive results. Next steps include adding more interactivity to the module and launching new promotion activities.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.