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Net Promoter® News: Sage Group, Ford, Epyx and Paladina Health

Sage Group Plc Is Customer-Obsessed

Sage Group, a British multinational enterprise software company closed the year 2016 with excellent business results. In November, CEO Stephen Kelly published a press release, which highlighted Sage’s achievements throughout the year and the company’s customer-centric goals for 2017.

Results show that Sage’s contract renewal rates grew by 2 percentage points from 84% to 86% for the year, coupled with continuing improvement in their Net Promoter® Scores (NPS). The company introduced the NPS program in 2015 in order to help business partners provide consistently excellent customer experiences and strengthen customer relationships. As part of the program, Sage surveys all customers annually to capture how likely they are to recommend Sage and its business partners to their colleagues and professional acquaintances. The Sage NPS Program provides partners complimentary access to their Net Promoter Score (NPS) and likely to recommend (LTR) score on a quarterly basis so they always have the most up-to-date visibility into what their customers think about them. In 2016 the company’s NPS grew by 61% on the prior year.

Customer retention has been identified by the British software business as another absolute imperative. Having existing customers continue on their Sage journey has underpinned much of the growth achieved in 2016 and will continue to be a key factor for growth moving forward. As part of Sage’s customer retention program, the company also hired Sue Goble, a proven customer success leader to take their focus on customer obsession to the next level.

You can find more detailed information about Sage’s Q4 2016 results here.

Ford Targets Stand-Out Customer Experience


Ford is the second-largest US-based automaker and fifth-largest in the world. The U.S. giant is also one of the oldest automakers globally, with Henry Ford making cars ubiquitous not long after founding his factory in 1903. With over 100-year history, Ford’s founder has realised from the beginning that : “Employers only handle the money – it is the customer who pays the wages.” In this way, Henry Ford has laid the groundwork for putting the customer first and emphasizing the need for an exceptional customer service.

Let’s dig a little bit deeper in Ford’s current state with customer satisfaction. The U.S. Customer Service Index (CSI) Study (2016) by J.D. Power recently presented ratings of the automotive industry, featuring brands like Ford, Chevrolet, Volkswagen and more. The study shows that Ford’s overall service satisfaction is rated with 3 out of 5, thus showing there is an improvement opportunity. Furthermore, Ford’s Net Promoter Score is 28 (a “good” score is usually 30), further highlighting the possibility to do better when it comes to customer satisfaction.

The good news is that Automotive News has published an interview this week, which shared Ford management’s customer service strategy for 2017. The automaker has put a target to deliver a stand-out customer experience by making it easy for customers to do business with the brand. Cutting down the time it takes to resolve claims and making payments seamless and fast for Ford’s dealers are only some of the initiatives taken to enable an effortless customer experience. With a strategy that focuses on the customer, ease of doing business and satisfaction, Ford is surely on the right track to improve their NPS.

You can read more about Ford’s CX strategy here.

9 out of 10 Customers Rate Epyx as ‘Excellent’ or ‘Good’

More than nine out of 10 (93%) customers have rated the service they receive from e-commerce platform provider Epyx as “excellent” or “good” in a recent company survey. Feedback from customers also showed that the company’s customer support is highly valued and 98% of people rated the choices “helpful and friendly staff” and the “knowledge and competence of staff” as “excellent” or “good”.

As part of the survey, Epyx achieved a staggering increase in Net Promoter Score - 35, compared to 7 from previous research. Tim Meadows, director of account management at Epyx has also shared:

“Since acquiring Epyx three years ago, our parent company Fleetcor has invested heavily in areas including system development and customer service, and we believe that the improvement in NPS that we have seen is an indication of this.”

Finally, feedback from customers was able to reassure Epyx management that future improvements plans will be relevant to customers and lead to increased satisfaction.

Meadows said: “There were some very interesting ideas and observations from the respondents, the vast majority of which coincide with our own ideas on where Epyx should be heading in the medium and longer term.”

Paladina Health Approaches Patient Satisfaction Differently

Back in the healthcare industry front, Paladina Health has successfully exceeded key healthcare delivery benchmarks and achieved a Net Promoter Score of 70. Paladina prides itself in approaching patient experience differently than its peers and in incorporating best-practices from Zappos, Apple and Nordstrom into their delivery service model. The healthcare provider conducts an ongoing survey of patients after their appointments, using the Net Promoter System in order to stay on track of delivering a superior patient experience.

On their website, Paladina shares:

“NPS is such a critical component of the Paladina Health culture that every employee has financial incentives linked to NPS success. Our physicians are salaried and receive bonuses based on health quality outcomes, patient satisfaction and patient engagement.”
By utilizing the NPS approach, Paladina Health is able to continually benchmark its performance to best-in-class customer service providers within the healthcare industry and tie-in physicians’ bonuses with patient satisfaction.

If you’d like to learn more on how to improve patient experience in urgent care, you will sure find this article extremely valuable. You can also register for our webinar led by Division Vice President of Urgent Team, Nancy Becker, and CustomerGauge CEO, Adam Dorrell.


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