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Customer Experience Strategy One-Pager

Where customers struggle today and the plan to fix it.

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What’s on It

  • Big numberNet Promoter Score
  • Numbered stepsFour Steps
  • Ranked bar chartTop Complaint Reasons (% of complaints)
  • TableWhat We Will Change
  • Progress bars2027 Targets (% of the way there)

Sample One-Pager. Company and figures are made up.

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Customer Experience Strategy 2027
Northpoint Internet · Home broadband · Sample figures
Net Promoter Score
+45
up from +31 a year ago
Survey of 6,200 customers, September 2026
Four Steps
01
Listen
Survey after every call and install
02
Find the cause
Tag every complaint by reason
03
Fix it
One owner per top reason
04
Tell customers
Show what changed, every quarter
Top Complaint Reasons (% of complaints)
Install delays
31%
Bill surprises
24%
Slow speeds at night
19%
Long hold times
16%
Other
10%
What We Will Change
ChangeFixesLive
Install slots by textDelaysJan
Bill preview 5 days earlySurprisesFeb
Network upgrade, 9 townsSpeedsApr
Call-back instead of holdHold timesMar
2027 Targets (% of the way there)
NPS of +5545%
Installs within 5 days: 90%70%
Complaints halved30%

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