Starting, implementing and running your own NPS programme is hard for many companies. We describe an outsourced hassle-free approach to implementing your own NPS program.

1. FUTURELAB
FUTURELAB
Net Promoter programmes fine-tuned to your capacity and budget.
FUTURELAB
Outsourced NPS® Solutions

2. FUTURELAB
FUTURELAB
A full scale NPS…
but affordably?
As a specialist implementing Net Promoter System, you need a
reliable solution for data collection and presentation.
But finding the one that suits YOU often proves difficult.
Low budget online systems are a good starting point, but they are
often limited in capacity, and inflexible in design.
And modern Voice of Customer solutions with flashy dashboards and
advanced reporting require significant investment in cash and time.
So it seems like you can only buy either a tricycle – or a racing car.
But where are the smart solutions?
Something that will do the job without taking all your time or breaking
your bank account?
A full Net Promoter Programme, but affordably?

3. FUTURELAB
FUTURELAB
Can you make it happen?
The pressure to improve Customer Experience (CX) is on.
But in a mid-sized company, CX budgets are tough to get.
And getting people to spend time on a Voice of Customer
project can be even tougher. Yet other solutions still imply
spending either a lot of time or much money on getting the
Net Promoter System and programme fine-tuned to your
needs.
At the same time, other tough questions emerge:
• How do I start?
• What’s the Return on Investment?
• How do I align the people?
• What if I can’t do it alone?
How do I get what I need without all the extra cost?

4. FUTURELAB
FUTURELAB
Yes, you can!
With Futurelab’s Outsourced NPS Solutions
you can now get your Net Promoter Programme
as elaborated and flexible as you want it,
without investing much time – or budget –
or human resource!
Combine the best of large scale solutions with the
speed and affordability of a lean and agile system:
• Hassle-free kick off and roll out
• Dedicated NPS manager
• System setup 100% fine-tuned to your needs
• Fully outsourced data collection and analysis
• Role-based reporting
• CX and NPS training for your people
• Experts and interim support at call

5. FUTURELAB
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The Outsourced NPS offering:
 A multi-disciplinary team lead by an
experienced Net Promoter specialist
 An advanced online system for data
collection, analysis and presentation
(powered by Confirmit)
 A classic NPS survey
in your corporate branding
 Multi-language options
 Action Management for the Closed Loop
 Live online dashboards and regular
reports in your mailbox
 Presentations for the leadership and
Activation workshops for your colleagues
 ONE person to manage the project on
your side (we do all the rest):
~ 4 hours a week during pilot
~ 1 day a month during roll-out
~ 2 days for every workshop
preparation and delivery
 Your customers’ contact database (we
help with easy data transfer)
 NO own IT manager (we set up the
system)
 NO need to clean the data (we do that too)
 NO specialists.
What you get: To make it work, you need:

6. FUTURELAB
Choose the format that suits you
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Beginner High Performer
If you are making your first steps in Net
Promoter, the Beginner package is the right
one for you:
• Your Net Promoter Score and top line data
analysis
• Customer verbatims categorised
• Recommendations and next steps
• Quarterly Face-to-face presentation to
management
• Activation workshop for the team
From € 2,500 a month.
Aspiring
If you consider yourself NPS savvy and
are ready for a bigger game, select this
option. It includes all the options of the
Beginner package, and in addition:
• Closed Loop system including action
management
• Training for your colleagues
• Role-based reporting
• Multi-language surveys and dashboards
From € 5,000 a month.
This package is for those NPS masters who
want to reach for the stars and take things
to a whole new level. High Performer
includes all options of the Aspiring package,
and in addition:
• Promoter Activation programs
• Employee Motivation programs
• Leadership Engagement programs
• Customer Strategy consulting & interim
CX/NPS management
Call us.

7. FUTURELAB
7.
• Project planning
• Kick-off meeting (1 full
day workshop)
• Explain NPS to your
colleagues
• Align on process and
deliverables
• Agree on roles and
responsibilities (who
does what when)
• Discuss the set up of
the closed loop
• Appoint the Futurelab +
Client NPS project team
• Collect and analyse
existing data
• Conduct key stakeholder
interviews to learn about
needs and preferences for
reporting, etc.
• Design and approve the
survey (questionnaire,
sample, invite and reminder
text, languages, etc.)
• Set up reporting setup
• Set up Action Management
and train in Closing the
Loop
• Launch the survey
• Test and send out
invites
• Test and send out
reminders
• Monitor process
• Monitor surveys
• Monitor Action
Management (if
necessary)
• Intermediate reporting
(how the survey is going)
• Red-flagging Detractors
for action
• Analysis
• Analyse pilot data
• Categorise customer
comments
• Compile NPS report
• Prepare Activation
workshop
• Run Activation workshop
• Reporting out on
results
• Converting NPS
insights into actions
and planning for you
Project plan.
Team composition.
Aligned expectations.
Online survey.
Online reportal (if required).
Live reportal (if required).
Action Management (if
required)
Survey results report with
verbatim classification.
Action plan & Roadmap
Kick-off & Pilot
Preparation
Survey and Closed
Loop set up
Survey
Execution
Reporting and
Activation
Workshop
Steps
Activities
Deliverables
Week 1-2 Weeks 3-4 Weeks 5-6 Weeks 7-8
Your Process: a Pilot Example

8. FUTURELAB
8.
Your Core Team:
Marina Natanova
Investigator | Atom-splitter
A strategist with extensive
experience in NPS and Voice of
Customer programmes, Marina
leads our Research department
helping you get the right
customer insight and translate it
into actions.
Lynn van Wezemael
Scientist | Driver of Change
With her two Masters and a
PhD, Lynn brings academic
rigour to customer-centricity.
She leads the research team
and our biggest NPS projects
while commanding a team of
analysts and translators.
Stefan Kolle
Inspirer | CX Rock star
Our Founder and Managing
Director Stefan is great at
encouraging companies to give
their businesses a boost of
growth through meaningful
innovation in customer
experience.

9. FUTURELAB
If your organisation needs a drop-in expert to help with your NPS programme, or an interim CX manager – call one from our pool of
specialists. We can bring the right person to join your team.
9.
Your Interim Support & Experts:
Julia Beck
Driver of Change | Coach
An Expert on customer focused
change >25 years' experience.
Julia’s marketing and change
expertise is well combined with
her understanding of corporate
realities.
Laurent Bouty
Marketer | Make-it-happen
Passionate like an artist, number-
driven like a banker, and result
oriented like an engineer, Laurent
helps leading companies
articulate, execute and present
their customer centric strategies.
Pierre-Emmanuel Fobe
Operationaliser | Change driver
As Go2market leader and C-suite
supporter, Pierre knows what a
company needs, how to develop it,
and how to drive implementation.
Gitta Grobert
Loyalty Creator | NPS Wizard
For Gitta, happy customers are a
guarantee for long-term business
success. She is a creative
communication and loyalty expert,
and a true customer enthusiast.
Jaap Wilms
CX Adventurer | NPS Magician
Jaap is a passionate storyteller
who has taken NPS programmes
to the next level all over the world.
Inspiring and sleeves rolled up he
brings energy to your company.
Rosaria Cirillo
Change Driver | NPS Devotee
Rosaria wants to create a better
world where companies deliver
WOW to their customers – and
create happiness driven growth.
She is an analytical change agent,
speaker & trainer.
Juan Alegre
Service Designer | CX Philosopher
Juan creates multi-channel
customer experience and CRM
strategies for large service
organizations. His favourites are
service design and NPS
implementation.
Mikkel Korntved
Loyalty Guru | Growth Accelerator
Mikkel has a holistic
understanding how strong
customer relationships drive
business - a growth opportunity he
likes to provides to many
companies in Scandinavia.
Alain Thys
Customer Strategist | Storyteller
Alain is on a mission to make the
world a more customer-friendly
place. Not just because it’s nice,
but because he knows: Customer
Centricity is the most profitable
strategy any business can pursue.

10. FUTURELAB
Our Technology Partner
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The company: Cooperation examples:
Leading organizations around the globe rely
on Confirmit to transform customer feedback
into better business results. With Confirmit
tools CX managers across the globe design
and manage effective Voice of the
Customer programs and leverage
Employee Engagement, making significant
impact on business performance.
Founded in 1996 in Oslo, Norway, Confirmit
has since developed into a global
organisation with 9 offices, 450+ staff
worldwide, and over 800 clients in 100
countries.
The Tool: Confirmit Horizons
Confirmit Horizons is a flexible, multi-channel
software platform for Customer Experience, Voice of
the Employee, and Market Research programs. It
provides a one-stop, feature-rich solution to gain
maximum value and insight from all feedback and
research projects. Confirmit Horizons features:
• Survey Design & Multi-Channel Data Collection
• Dashboards, Reporting & Analysis
• Role-based output
• Mobile integrations
• Social and text analyses
• Panels
Futurelab Research uses Confirmit Horizons
for the purposes of conducting the surveys for
our clients, as well as our own research
projects. Some remarkable examples:
• Weber 2015 Retail 360 project
• STIHL mystery shopping
• Futurelab’s Customer Centricity Maturity
Assessment, etc.
• Outsourced NPS for DELA, Sonepar, etc.
Together with Confirmit, Futurelab also
conducts regular webinars on Customer
Experience and Voice of Customer topics.

11. FUTURELAB
FAQ
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YES. We use Confirmit Horizons platform which
is compliant with the European Data Protection
law. It is ranked A+ by McAfee for security. The
hosting is through Rackspace, the global leader.
Is your software secure?
YES. You can send out the survey invitation by
yourself. In this case, we will simply provide you
with unique links for every customer you would
like to contact.
Can WE send the invites?
NO. We do not only dump a thick report on your
desk. Apart from delivering survey data, we help
you make the change happen by turning the
survey insights into business ideas. But most
importantly, we help you drive action around
them, and measure the outcomes of those
actions. We love to be hands on.
Is it just research?
YES. Unlike most other market research, we do
not need any kind of opt-in to speak to your
customers to ask them how they think. We have
all compliant data security procedures in place.
Is NPS GPRD-compliant?
NO. You can simply start with a pilot. And if you
realise it is not for you, we part there and then.
But if you do like it and want to continue with us,
we are all up for growing old together.
Is it only for the long term?
NO. We are your NPS team as of now. IT,
analysts, trainers, C-level speakers: we provide
them all. We will need you to have only one
person working on the project on your side.
Do I have to have a team?
YES. You can stop with us with a 3 months’
warning. If you would like to continue without
us, you will have to obtain the Confirmit license.
We will then migrate the data into your system.
Can I go solo?

12. Let’s talk customer – contact us for a call or a
cup of coffee:
Stefan Kolle
Managing Director
sko@futurelab.net
+32 473 88 89 96
We make Customer-Centricity happen. Profitably.
Marina Natanova
Head of Research
mna@futurelab.net
+32 473 88 89 96
Interested? Inspired?
Curious? Questions?

13. FUTURELAB
Appendix

14. FUTURELAB
Reminder: What is Net Promoter ?
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Why should you start with NPS ?
 It is the quickest and simplest
measurement of your client’s attitude to
you
 You will get deep understanding of the
reasons for their happiness – or
dissatisfaction
 You can use the results to take
immediate action to improve your
relationship with the client, AND – and
to plan your long-term improvements
Who else is doing this?
 The method is internationally acclaimed
and used by the most customer-centric
businesses around the world
 It is suitable for evaluating both overall
relationships with the client, or individual
most important moments (touchpoints)
in the client’s lifecycle
 The size of the company does not
matter. Because of individual approach,
it works for small companies even better
than for the big ones
The Power of Recommendation - Net Promoter Score ®
The Net Promoter Score and system is one of the most important ways to track your
customers attitude to your brand, services and company. It is based on the simple question:
How likely are you to recommend?
The answer of this question divides your customers into three categories:
0 1 2 3 4 5 6 7 8 9 10
0 = very unlikely 10 = very likely
Detractors Passives Promoters
• They are unhappy with you
• They can damage your brand
• They are source of negative
word of mouth
• They are always sceptic
• Maybe they are Promoters of
your competition
• They are relatively satisfied
• They compare your offers
• They negotiate
• They look at competitors
• They need excellent service
• They spend more
• They negotiate less
• They stay longer
• They are easier to service
• They upgrade quicker
minus = NPS
Net Promoter, Net Promoter Score, Net Promoter System, and NPS are trademark of Satmetrix Inc., Bain and Co., and Fred Reichheld.

15. FUTURELAB
NPS® programme: development
Starting out Upgrading Established
• Analyse improvement suggestions • Implement Brilliant Basics: design
the standards and KPIs that help to
avoid Passives turning to Detractors
• Start turning Passives to
Promoters (take the experience
one notch up): program design and
training.
The Program
• Make a Business Case: Customer
Lifetime Value calculation.
• Engage people: NPS Activation
workshops and training.
• Score to System (NPS roll-out as a
company-wide KPI): implementation
• Engage people: NPS Activation
workshops and training.
• NPS Calibrate: Net Promoter program
revision and fine-tuning
• Engage people: NPS Activation
workshops and training.
• Analyse reasons for detraction
• Pilot the Tactical Closed Loop:
Process design, and training.
• Run the Root cause analysis
• Roll out full Tactical Closed Loop
on Detractors: Process design and
training.
• Run the Root cause analysis
• Roll out full Strategic Loop:
Process: process design and
training.
Detractors
Passives
• Analyse reasons for promotion • Implement Advocacy Moments
(moments that drive word of mouth):
Program design and
implementation.
Promoters
• Identify Promoter Personas and their
motives to promote: analysis
• Start Promoter Activation: program
design and implementation
• Ad hoc Loyalty program development

16. FUTURELAB
Some Net Promoter ® References
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ING Insurance (now Nationale Nederlanden)
• Align & upgrade the international customer experience
• Start a people movement around the We Care mantra
• Set organisational / behavioural front-line standards
Toyota Europe (EMEA)
• Pilot and implement the NPS transformation program
• Implement Closed Loop & behaviour change in
dealerships
• Pilot Passives to Promoters program (ongoing)
Mercedes Benz Global Customer Assistance Centre
• Customer strategy and transformation road mapping
• Pilot NPS study
• Insights into actions programme
Vodafone CZ
• NPS business case
• WoM economics modelling
• Competitive NPS benchmarking
Sonepar Germany
• NPS Pilot for retail locations
• Outsourced NPS programme roll out 20 regions (in
progress)
Touring Assistance Belgium
• Create and align the AS IS and TO BE Customer
Journey Framework
• Pilot NPS study
Shapeways (USA / NL)
• Pilot and launch the NPS survey
• Run NPS-related database analysis
Deutsche Bank BE
• Introduction of NPS
• Promoter Persona Discovery project
Weber-Stephen (EMEA)
• Pilot and regularly run EMEA-wide NPS surveys
• Retail 360 NPS-based survey and analytics project
• B2B / eNPS measurement
DELA Insurances BE
• Pilot and roll out the outsourced NPS program
• Implement Closed loop program
• Culture & behaviour change program (in progress)

17. We make Customer Centricity happen. Profitably.
Industry expertise
A structured approach for automotive firms to embed
the customer perspective in every aspect of their
business, from customer journey development to POS
training
Automotive
A structured approach for telecommunication firms to
embed the customer perspective in every aspect of
their business.
Telecommunications
A skilled multi-language team for EMEA clients B2B and B2C Credentials
To make the world a more
customer-friendly place (for fun & profit)
Our Purpose We make customer experience happen. Profitably.Our Promise
Who are we?
What do we do?
A structured approach for B2B firms to loyalize
customers, improve share of wallet, and save accounts
at risk. NPS, customer journey, and other key tools.
Business to Business
We are Customer Experience Architects.
Futurelab is the European customer experience (CX) consultancy. For more than 15 years we help our clients
understand the needs of their customers, develop better customer experience, and draw profit from customers’
loyalty and word of mouth.
We call ourselves “Customer Experience Architects” because we help you dream, design, launch and
implement your CX program – just like an architect helps a client to dream, design and create a new building.
We listen to your needs, evaluate your current situation, and plan projects with your team, managing your
agencies and vendors towards the desired result.
But we don't stop just there: like any good architect, we stay with you overseeing the implementation process,
making sure that projects are on track, the necessary processes are created, and your people learn necessary
skill sets.
This is why our services fit your needs – from customer strategy development and NPS ® pilots to all-company
customer centricity trainings. Our focus is on identifying quick wins and drive the ROI of any project. Through our
offices in Germany and Belgium, as well as our associates in many other countries, we are always close to you.
Own offices
Antwerp, Stuttgart
Network partners
Copenhagen, Prague
Representations
Valencia, Moscow