How a business that already had customer-focused product development embedded in its DNA used Net Promoter Score® to enhance its service, improve customer happiness, and increase revenue.
W. & L. Jordan GmbH is a German third generation family-owned flooring and home textile wholesaler that sells to small-medium sized businesses. Its consistent focus on the customer has seen it expand to more than 50 stores across Germany, Austria, and France.
Prior to 2011, the business ran occasional 10-20 question customer satisfaction surveys, which helped it to keep a finger on the pulse of customer needs. But in 2011, the business implemented the first of its now-annual Net Promoter surveys, in collaboration with CustomerGauge partner j/s/w Consulting and using the CustomerGauge platform.
The Net Promoter surveys returned 35-40% response rates (significantly higher than its previous surveys), and revealed to the business new information on how it can improve its customer satisfaction.
With the CustomerGauge system’s comprehensive suite of automatic reporting tools, the organisation has implemented a series of steps that have created a self-propelling cycle of customer service improvement. Store managers are given the information to strengthen individual customer relationships and its Net Promoter team is able to track how overall, regional, and store-level customer service is evolving.
Said Head of Marketing Norman Virks: “For us, a real benefit of using Net Promoter is how it has armed our store managers with the knowledge to find out whether a customer’s issue is a regular occurrence or an isolated incident.”
Its Net Promoter Score has improved from +29 to +38, with a corresponding improvement in business performance.
The organisation is now running its third survey flight, and eagerly looking forward to see how its results compare to previous years and uncover the information that will drive its customer experience to a new level.
Basic American Foods (BAF) was founded in 1933 by brothers Jack and Bill Hume in a modest dehydration plant using a technology later adapted for potatoes. Today, Basic American Foods (BAF) is the leading supplier of convenient dry potatoes and beans to the North America food service market, and the company remains in family hands under the leadership of Jack’s sons. Its product brands Potato Pearls®, Golden Grill®, Savory SeriesTM, and Santiago® are a much-loved staple for many American and Canadian consumers.
Basic American Foods’ customers are a wide range of businesses that include foodservice distributors, commercial and non-commercial foodservice operators across a wide range of segments. The company was confident that it had strong relationships with these customers, but lacked a metric to quantify the strength of these relationships.
It wanted an opportunity to establish a dialogue with its operator customers, and a system of measurement that would gauge customer advocacy levels. BAF also wanted to find a systematic approach to identify and leverage its strengths, build on its weaknesses, and maintain its competitive advantages in an extremely competitive environment.
This project team found that Net Promoter® offered the best value to deliver what BAF needed, a clear, simple, effective metric of assessing customer loyalty and satisfaction.
This case study examines how they managed their Net Promoter project with CustomerGauge – surveying their b2b food clients.
Result: +60 NPS
BAF found that its customers have a deep emotional connection with its products, and many comments were very positive not only about the products, but also about BAF as a company. It has recorded exceptionally high Net Promoter Scores above +60 from the beginning till the latest recorded, and found that according to its customers, its biggest strengths are ease of preparation, taste and consistency, and overall consumer satisfaction.
CustomerGauge are proud of having such a loyalty inspiring client. Download the full case study here.
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.
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.
- 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.
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.
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 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.
How one of Europe’s largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result.
One year ago Bavaria Film started to implement Net Promoter® Score (NPS) with the help of CustomerGauge.
Bavaria Film is one of the biggest film production companies in Europe. The head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“.
Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation.
In this short video, Dr Lackner shares his thoughts on their journey to implement Net Promoter.
You can also read more detail in the two page case study that explains how they overcame issues of what data to use, internal resistance to roll-out, and turned the project into a success.
Since the project started, CustomerGauge is now in use in several Bavaria Film divisions, and is being rolled out to more this year.