HAS ALLOWED T HE
MEASUREMENT
OF PURPOSE customer growth together with a
consistently in the top 20 performing
strong brand and a distinct culture.
companies on the ASX over the last
Their NPS scores in the 60s were
five years. iiNet’s board and CEO
the envy of competitors and other
held a view consistent with Drucker:
service companies. iiNet’s board and
to stand back and watch the power
management drove purpose and NPS
of a collective purpose drive the
through key remuneration drivers,
organisation to realise unmatched
including short- and longer-term
success. The board’s role was to be
incentives, from the CEO through to
engaged and hold management to the
the call centre staff. These featured
core purpose of ‘awesome customer
strongly in the strategic framework
service’ – and, in doing so, create and
and paved the way for continued
keep customers.
operational excellence and innovation. iiNet’s belief in customer service,
Louise McCann
and discipline in deploying NPS as a
Non-Executive Director louise@mccann.net.au
metric of its single unifying ‘awesome customer service’ theme, saw it
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