Volume turns up Voice of Customer in agency land

May 01, 2013 (PRLEAP.COM) Business News
May 1, London: Volume a full service B2B digital and innovation agency has announced a Net Promoter® Score of +60, making it one of the few agencies worldwide that uses Net Promoter to bring the voice of its customers into the organisation. The measurement platform was provided by CustomerGauge, a Net Promoter platform provider.

While Net Promoter is often used by enterprise-level organisations to survey large numbers of customers, Volume is bucking this trend to use the metric to gather qualitative feedback from a relatively small number of clients.

The agency is seeing a number of benefits from its Net Promoter program, including:

  • Authoritative, transparent, and objective feedback it can take into client reviews.
  • The ability to measure the performance of all departments in the business, as opposed to client-facing roles that are more often the focus of internal surveys.
  • A recognised marketing tool that the agency can take into pitches, and external evidence to support agency awards entries.
  • The ability to independently verify which people to put on which accounts, and a voice in the agency's internal recognition program, which helps to enhance people's careers based on outside, unbiased evidence.

  • "Other agencies collect feedback internally, but using a platform such as CustomerGauge offers us a point of differentiation because it is external and impartial, not to mention the fact that Net Promoter is an easily understood and widely recognised metric," said Volume Chief Executive Chris Sykes. "Having said that, Net Promoter leaves us with no place to hide. We have always aimed to be world class in everything we do, but this ensures that we must continuously improve our offering in order to increase our current Net Promoter Score something our clients will no doubt be happy to hear."

    "The quality of feedback and level of engagement given by Volume's clients is among the highest we've seen in terms of specific information and actionable insights right down to commending individual staff members for their efforts. It really shows the customer focus that Volume brings to its clients," said Adam Dorrell, CEO of CustomerGauge. "While Net Promoter tends to be used by larger companies, Volume shows that with the right software tools, Net Promoter can be a real asset for mid-sized businesses, even in industries that historically have not used the metric."

    About Volume
    Volume UK is a full service digital and innovation agency that spans everything from marketing communications and infrastructure, to social media and channel marketing, to data profiling, to a dedicated print-production facility. Located in London and with a Technology Centre in Colombo, Sri Lanka, it's an approved global agency for Dell, Oracle, Plantronics, BP and, the lead agency for Zebra Technologies in EMEA. http://www.volumeglobal.com/

    About CustomerGauge
    CustomerGauge is a Software-as-a-Service (SaaS) platform that uses Net Promoter to measure and report on customer feedback in real time. Because CustomerGauge already has all the pieces in place - end-to-end and fully integrated - a program can be up and running much faster than any comparable in-house program. Clients include Philips, Dulux, Vodafone, Canon, Melitta, SingleHop, Tommy Hilfiger and Electrolux. http://customergauge.com/

    Net Promoter® Score (NPS) is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.


    Amanda Phillips Managing Director

    Rhys Wesley Marketing Communications Manager