Head - Net Promoter Score

Bangalore
Customer experience – customer experience
Full Time Employee
Swiggy started in 2014 with just a few restaurants on board limited to Koramangala in Bangalore, Swiggy is now India’s leading food ordering and delivery platform. We recently received our series H round of funding and were able to raise an astounding $1 Billion. We have grown beyond our wildest imaginations. Starting off with just 2 neighborhoods in Bangalore, we are now present in over 240 locations PAN India and are only looking to grow further. More than 121,000 restaurant partners leverage Swiggy to reach new customers and increase their sales. All of this has been made possible only because of our motivated work force nearing 10000+ employees that run the show from start to finish. Every order delivered by Swiggy’s fleet of over 1,50,000 Delivery Executives, the largest in India, ensures a host of customer-centric features, while ensuring we provide unparalleled convenience for our customers

Roles and Responsibilities
·         Design the NPS measurement SOPs, both relationship and episodic
·         Support NPS program managers in driving progress, overcoming obstacles and ensuring adherence to NPS methodologies and standards in the implementation process
·         Monitor performance and trends across cities and other functions
·         Create dashboards and consolidate results across BUs and / or geographies
·         Work with the Customer experience head to design initiatives along with business case development
·         Incorporate business feedback on the NPS program
 
KPIs
      NPS coverage and response
      Implementation of NPS across cities
      Compliance with NPS methodology & standards
      Execution of NPS surveys with the right frequency & required samples
      Root-cause analysis & monitoring
      NPS dashboards/reports
Swiggy is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.