Case Study: nib health funds: Checking Up On Customer Loyalty with Genroe and CustomerGauge
nib health insurance is one of Australia’s fastest growing health funds, providing health cover to more than 850,000 people nationwide. Established in 1952, the Hunter-based company has achieved significant market growth in recent years, expanding its footprint into Victoria, Queensland, and more recently Western Australia, to become the country’s fifth largest health insurer.
CustomerGauge Case Study - nib health funds: Checking Up On Customer Loyalty
This case study describes why nib chose Net Promoter, how they started surveying, and where the current partnership with Genroe and CustomerGauge has taken them.
The company began Transactional Surveys for its customers across its Customer Care Centre and Retail Centres in February 2010. After a period of implementing its own surveys, nib had approximately 10,000 responses in its database. However, despite the considerable amount of data the company had accrued, it came to a point where the Sales and Marketing team could not effectively analyse the data and summarize it into actionable insights.
nib connected with CustomerGauge and Australian partner Genroe while researching best practices on how to analyse the data. Says Customer Intelligence Manager Renee Farnham: “Genroe and CustomerGauge really helped us put our data into a format where we can pull out segments of our Net Promoter Score and really understand what’s driving it and how it’s developing over time.”
Though the company chose Net Promoter for a number of reasons, the single most important factor was its ability to help the company see itself from the individual customer’s point of view. The decision to partner with Genroe and CustomerGauge brought with it a number of investment benefits that offset
some of the external costs and also provided new tools and insights to improve customer service more effectively.
These included:
- Faster and more effective data analysis that comes from working with customer loyalty professionals and specialised software;
- The advantages of using industry-leading solutions to help identify new ways of improving customer service, creating new products and services as a result; and
- Allowing the nib Sales and Marketing team to focus on core competencies, rather than diverting attention to survey implementation and data analysis.
CustomerGauge are proud to work with such a pro-active leader in delivery of health care. Download the case study in pdf format.
Case Study: Melitta: How the inventor of the coffee filter is delivering a high-caffeine shot of Net Promoter excellence
Melitta is the 100 year old Minden, Germany based manufacturer of branded products. Founded by housewife Melitta Bentz, inventor of the paper coffee filter, its main activities are production and marketing in the fields of coffee, food storage and preparation, and domestic cleaning. Probably its most well-known product is its fully automated coffee machines. However, the company has a number of brands in its portfolio that enjoy leading positions across many international markets. And they are totally committed to excellent customer service.
Melitta: Brewing a First-Class Blend of Coffee and Customer Service
This case study describes how their Net Promoter project was implemented for their customer relationships and customer service systems together with CustomerGauge partner in Germany J/S/W Consulting.
Highlight of the system is the automated link from the call center to the CustomerGauge system via the API (CustomerGauge Application Programming Interface). Within moments a survey is sent out to the customer, resulting in a 60% response rate.
The system has already started to make an impact. Prior to the rollout, Melitta was confident that customers had a strong emotional bond with the brand and products. But the survey result surpassed all expectations, with initial scores above NPS +50 to back up the very high response rate.
Commented Consumer Service Coordinator Christoph Sundermeier: “It’s relatively easy to nurture relationships with customers to the point where they are satisfied with your service, but it’s another thing entirely to nurture relationships to the point where customers become active promoters, so we are exceptionally pleased with the initial results.”
As coffee lovers, we are delighted to have a client with excellent customer service, and great coffee machines too. By the way, our Client Operations Manager is an absolute coffee connoisseur – and she highly recommends their machines. Praise indeed!
Case Study – Dörken MKS Systems: How a technically focused business started a systematic approach to Net Promoter with CustomerGauge
Dörken MKS Systems produces and configures surface protection for the automotive, wind, construction and aviation industries under the brand name DELTA-MKS®, and in 2011 started a Net Promoter® project with CustomerGauge.
Headquartered in Herdecke, Germany, it has regional branches in the US, South America, China, Korea, and Japan. The company provides high level of technical service and products that meet exacting standards and complex specifications.
Case Study: Dörken MKS Systems. Fighting Corrosion. Maximizing Customer Service.
The case study describes how the Net Promoter project was implemented for their two-tier channels, together with CustomerGauge partner in Germany JSW Consulting.
Originally implemented in order to understand customers from a neutral standpoint, the survey succeeded in providing Dörken with successful results and useful feedback. And underscoring the fact that the company is a leader in its field in terms of customer service, at the end of 2011 it won an industry award for Best Professional Supplier in the category of “Substance and Semi-Finished Goods.”
Commented the Dörken Project Manager: “Immediate feedback was great from within the company and people were really curious to find out what their customers had said.”
We are pleased to have such a technically advanced client in Dörken MKS with excellent client focus.
Case Study: The Welcoming Host – How SingleHop Implemented their Net Promoter Score program with CustomerGauge
Some months ago Singlehop, leading US-based hosting company ramped up its customer focus by implementing Net Promoter® Score (NPS) with the help of CustomerGauge.
SingleHop case study - download PDF
SingleHop is a cloud hosting provider that offers highly scalable, on-demand infrastructure services to both end-users and resellers. With over 7,900% growth over the past three years and around 4,500 clients in 114 countries, it is the second-fastest growing IT company in the US.
CustomerGauge has been working with SingleHop for a while, and this one page case study outlines how SingleHop researched what metric to use, chose a partner, rolled out the NPS project and budgeted the project.
Particularly interesting are the lessons learned, and their score evolution. Here’s a sample quote from the study: “New clients are our best critics because they see us without the years of experience they already have with us. Going forward, NPS is going to be very helpful in allowing us to understand what the clients’ first impression is of SingleHop.” - Andrew Munz, Director of Relationships.
In addition, Andrew talks about the future of NPS at SingleHop.
We are delighted to have such a thoughtful and responsive client in SingleHop, and feel that with their focus on customer loyalty they will continue to see speedy growth.
CustomerGauge User Event, Amsterdam, 2 November 2011
On Wednesday 2 November the 2011 CustomerGauge User Event will be held in central Amsterdam, Netherlands. We are looking forward to welcoming all CustomerGauge users to a packed one-day event – it should prove to be excellent opportunity for clients to hear the latest news on the CustomerGauge platform, hear about success stories from around the world and meet other CustomerGauge users.
The exclusive one-day event will feature:
- Expert user presentations from long standing CustomerGauge users
- Enhanced Net Promoter® Score understanding – with tips on changing your company culture
- Latest developments on the CustomerGauge platform
- Best practice sharing
- One-on-one interaction with industry peers
Location: NH Grand Hotel Krasnapolsky, Central Amsterdam, Netherlands (map)
Time: 10:00 am to 17:00 pm followed by cocktails
The cost to attend the event is EUR 95 (+ tax) per delegate, with travel and accommodation cost will be borne by the Participant. Space is limited so we request you to register by 14th October 2011.
We hope you can join us – CustomerGauge team
PS CustomerGauge partners can also join for the morning plenary sessions, and benefit from afternoon breakout sessions. More details on request: info@customergauge.com
CustomerGauge enters Australian market with Genroe partnership
Today, a new alliance between loyalty specialist Genroe and Directness brings CustomerGauge to Australia and New Zealand.
Genroe and Directness Partnership Announcement.
CustomerGauge are pleased to announce an exclusive partnership with Genroe to sell, deliver and support customers in the region.
Genroe, is a Sydney, Australia based specialist customer experience management consultancy that helps clients take real-time scores and customer comments to drive a deeper customer focus into their organisation.
Melbourne based iSelect, Australia’s leading comparison service provider, (http://www.iselect.com.au/) has been using a CustomerGauge system implemented by Genroe since November 2010. Ms. Joanna Thomas, General Manager – Sales and Operations, commented, “Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”
The announcement combines the world class CustomerGauge software as a services (SaaS) Net Promoter Score collection and analysis platform with practical customer experience management consulting services. This will enable Australian and New Zealand companies to truly leverage the power of the Net Promoter Score methodology.
Managing Director of CustomerGauge, Adam Dorrell noted that “It’s one thing to have a comprehensive tool to collect and analyse customer feedback but many companies struggle to convert this information into action. Genroe’s customer experience management skills allow CustomerGauge clients to drive real change and customer focus into their business”.
Adam Ramshaw Director Genroe stated: “We searched the world for the best solution to implementing Net Promoter Score data collection and reporting. When we contacted Directness regarding CustomerGauge they delivered on every one of our, and our client’s requirements, including value for money.”
“We look forward to sharing CustomerGauge with our clients and helping them to drive increased revenue and profits for their business”.
Full press release available here. Announcement on Genroe site here.
About Genroe
Genroe is an Australian based, specialist customer experience management consultancy that helps its clients to drive increased customer focus for their organisation. Genroe enable businesses to increase revenue and profits through increasing customer retention, generating additional cross-sell and improving customer management.
Adam Ramshaw writes an excellent blog “Genroe-1to1” which covers all matters loyalty and Net Promoter. Recommend: Introduction to Net Promoter Score: A free download that provides a comprehensive introduction to Net Promoter Score: http://www.genroe.com/whitepapers/net-promoter-score-nps-an-introduction
“Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.”
Ms. Joanna Thomas, General Manager – Sales and Operations, iSelect
Genroe: Contact Adam Ramshaw
Telephone +61 (0) 2 8821 6844.
Directness: Contact Camilla Scholten
CustomerGauge Keynote at eCommerce Expo, London Oct 20
CustomerGauge will be showcased in a collaboration with Philips at the Keynote Theatre at eCommerce Expo, 20 Oct 2010, London.
In the presentation “How to Build a Customer Retention Robot”, Serge Acker (General Manager Global Direct Online Sales, Philips) and Adam Dorrell (CEO CustomerGauge) will describe how Philips Global Flagship Online Store measures its customer experience on a daily basis. The presentation explains:
- how to survey customers after every transaction using the Net Promoter Score® methodology
- segment customers into high/low value and promoters/detractors
- use workflow for fire-fighting on a one-by-one basis as needed
- use feedback analysis to make close-loop reporting, and do fire-prevention“ strategically improving processes
- encourage customers to get engaged with product reviews
- help customers recommend the store to friends
- rescue and reward high value customers
The keynote is Wednesday 20 October, 10:15-10:45. Venue: Olympia. Full details of the event are on the eCommerce Expo UK site. Looking forward to seeing you there!
CustomerGauge eCommerce Industry Round Table Event: Magical Customer Experiences
Over the last few years we have been lucky enough to help manage or build the Direct to Consumer (DTC) online sales operations for Dell, Sony, Philips, and have many ex-colleagues in other companies like Apple, Adobe, Canon, Nike. As a result we have a small community of DTC executives, and we try to share best practice among our peers.
CustomerGauge was born from that experience, and we are able to already identify some “must-do’s” from the results. We are pleased to announce our informal industry round table event:
Magical Customer Experiences
from Manufacturers Direct to Consumer (DTC) Sales
Amsterdam
Wednesday 24 September 2008
10h – 14h
How can manufacturers best sell to consumers directly? Learn from colleagues at other major vendors. How do they overcome challenges like providing good value, customer service, channel conflict, discounted internet offers…
Please join us for a round table discussion with executives responsible for DTC sales at major manufacturers.
There will be presentations by senior executives on how they are creating value-added sales by focusing on customer experiences, and some sharing of Net Promoter Score(R) best practices.
Presenters include:
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- Vice President. Philips Electronics online shop
- General Manager, SonyStyle (direct to consumer online sales division of Sony Europe)
Attendees are expected from Canon, LG, Bose, Dell, Nike, BoschSeimens and others. The event is strictly invitation only to around 20 influencers working at major organisations who sell DTC. If you feel you should be on the list, and we have not invited you yet, please contact us by email.
Avanquest picks CustomerGauge for Loyalty and Voice of Customer Measurement
France-based Avanquest Software has purchased CustomerGauge software to help measure customer loyalty, understand experiences through online purchases, and with products after installation. Customers are surveyed automatically with the Amsterdam-based CustomerGauge hosted solution to measure their loyalty and gain feedback. Results are fully compatible with Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement.
CustomerGauge has been integrated with the Avanquest Software online store to improve customer experience in the Online Shop by measuring every single transaction, surveying customers in the US and Europe in five languages. CustomerGauge allows Avanquest to quantify and classify comments, convert free text comments into statistical data, and summarize the “Voice of the Customer” to executives.
“CustomerGauge allows us to monitor customer feedback to the question ‘how did we do?‘ ” says Bob McNinch, Managing Director, Web Division, Avanquest. “We have found that through the use of this structured process we have received great feedback from our customers, and this has helped our marketing team to improve communications and provide ideas for our developers for future products. We have already identified some customer service items to enhance.”
Adam Dorrell, Managing Director of Directness says: “We are delighted to work with Avanquest as part of their commitment to customer experience, and help them to measure customer loyalty”.
Amsterdam 7 July 2008.
About Avanquest Software
Avanquest Software is one of the world’s leading software publishers, marketing up to 1,500 software titles developed in-house or by developer partners via multiple sales channels on three continents – North America, Europe and Asia. Avanquest Software addresses the general public through its Retail, Online and Direct-to-Consumer channels; businesses through the Corporate channel; and key players in mobile telephony and IT through OEM (Original Equipment Manufacturers) licenses.
With 650 employees and approximately 200 engineers in Research and Development distributed between France, China and the United States, the company is committed to constant innovation. Listed on Euronext (ISIN FR0004026714) since December 1996, Avanquest Software is part of Eurolist, SBF index 250. Additional information is available at http://www.avanquest.com or http://about.avanquest.com .
About CustomerGauge
CustomerGauge measures loyalty and collects feedback to help companies to understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance.
A flash-based tour and self-guided demonstration is available on www.customergauge.com.
Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.
Note for non-English editors: “Gauge” (pronounced like en-gage) is an instrument for measuring or indicating quantity.
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*Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
Philips Online Shop chooses CustomerGauge to measure Loyalty and Voice of Customer
(Nederlandse versie onderaan bijgevoegd)
Philips Online Shop has purchased Directness BV’s CustomerGauge software to measure customer loyalty and understand customer sentiment.
Directness has been working with Philips to improve customer experience in the Online Shop, and has supplied CustomerGauge as a tool to measure every transaction. CustomerGauge allows Philips to quantify and classify comments, convert free text comments into statistical data, and summarize the “Voice of the Customer” to executives
CustomerGauge is a straightforward solution to automatically survey customers and measure loyalty. The results are compatible with the Net Promoter® Score* (NPS), acknowledged as the industry standard for loyalty measurement. Philips is committed to Net Promoter as the company-wide benchmark of Customer Experience.
Adam Dorrell, Managing Director of Directness says: “We have worked closely with Philips in the last year to ensure we could match the needs of the shop, and are delighted that they chose CustomerGauge to provide real-time measurement of customer loyalty and voice of customer”
About Philips Online Shop
The Philips Online Shop is a division of Philips Consumer Products, and was set up in 2005 to provide an excellent customer experience by providing a range of Philips consumer products for direct sale to consumers in Europe, US and the Americas. The product range includes televisions, home entertainment, PC products and personal care devices.
About CustomerGauge
CustomerGauge (www.customergauge.com) is a hosted software solution from Directness BV designed to measure loyalty and understand customer sentiment. It is optimized for e-commerce and can be rapidly deployed anywhere in an organization, without investment in capital equipment or IT assistance. A flash-based tour and self-guided demonstration is available on www.customergauge.com.
Directness BV is a software and consulting company based in Amsterdam, Netherlands. Formed in 2006 by former directors of Sony and Dell, Directness assists major brands to listen, market and sell directly to consumers. For news, product and company information visit www.directness.net or call +31 (0)20 3312425.
Note for non-English speakers: “Gauge” (pronounced like en-gage) is an instrument for measuring or indicating quantity.
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Philips Online Shop kiest CustomerGauge om inzicht te krijgen in klant-loyaliteit
Philips Online Shop wil tot een goed inzicht komen in wat de klant ervaren heeft tijdens een aankoop direct van Philips en is daarom gestart met het continu meten van klanttevredenheid met behulp van de software CustomerGauge.
CustomerGauge is een gehost software product van het Amsterdamse bedrijf Directness BV ontworpen om klanten automatisch te benaderen via email om hun ervaring en loyaliteit te meten. De resultaten zijn in lijn met Net Promoter® Score* (NPS), de wereldwijde standaard op het gebied klant-loyaliteit.
Directness BV is in nauwe samenwerking met Philips Europa en de Verenigde Staten om continu de klant-beleving te verbeteren in de Online Shop en heeft CustomerGauge geleverd als middel om elke transactie te meten.
CustomerGauge biedt de mogelijkheid om ervaringen van klanten te kwalificeren en classificeren, en op- en aanmerkingen die in een open tekstveld ingevuld zijn te converteren naar statistische informatie die gemakkelijk kan worden samengevat om bijvoorbeeld directie-leden een goed beeld te geven van wat er leeft bij de eindgebruiker.
Philips heeft zich gecommiteerd aan Net Promoter als de organisatie-wijde benchmark voor klant-ervaringen.
Adam Dorrell, Managing Director van Directness BV zegt: “We hebben het afgelopen jaar nauw samengewerkt met Philips om te verzekeren dat we de behoeftes van de Philips Online Shop op dit gebied goed begrepen en we zijn zeer tevreden met hun keuze voor CustomerGauge om real-time meting te verrichten naar klant-loyaliteit en klant-beleving.
Over Philips Online Shop
De Philips Online Shop is een divisie van Philips Consumer Products, en is in 2005 gestart met als doel de Philips consument in Europa en de VS online een selectie producten te koop aan te bieden en daarmee een goede ervaring.
Over CustomerGauge
CustomerGauge meet loyaliteit met als doel het begrijpen van klant-sentiment. Het is geoptimaliseerd voor gebruik in e-commerce omgevingen en kan snel en organisatiebreed ingezet worden zonder investeringen in CAPEX of IT assistentie.
Een flash-tour en zelf-demonstratie is te bekijken op www.customergauge.com.
Directness BV is een software en adviesburo opgericht in 2006 door oud-directeuren van Sony en Dell en biedt aan grote merken expertise op gebied van marketing en verkoop aan eindgebruikers waarbij de klant central staat. Belangrijk is dan ook het ‘luisteren’ naar klanten. Ga voor meer nieuws, product- en bedrijfsinformatie naar www.directness.net of bel +31 (0)20 3312425.
Notitie voor niet-Engelstalige journalisten: “Gauge” \ˈgāj\ is een instrument voor het meten of aanduiden van hoeveelheden.
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Contact:
Camilla Scholten
Directness BV
Camilla.scholten@directness.net
