Nilfisk-Advance polishes global customer satisfaction with Net Promoter®
July 18, 2013 (PRLEAP.COM) Technology NewsJuly 18, 2013 - Copenhagen: Nilfisk-Advance – a global manufacturer of industrial cleaning products – has made a leap forward in improving its customer satisfaction after implementing a program based on swift resolution of customer issues and the likelihood of customers to recommend the business as measured by Net Promoter® Score. The organisation is using CustomerGauge – a cloud-based customer feedback and analysis platform – to track and measure its progress.
With some of the highest scores on customer satisfaction in its industry, Nilfisk-Advance sets out to strengthen this position even further, by setting a mid-term goal to become Customers' Preferred Choice by the end of 2015. To achieve this ambition, the organisation's commitment to customer service excellence has seen it develop specific criteria in which staff members in 30 local markets are able to escalate issues to global HQ. At a local level, Nilfisk-Advance has put in place a stringent fixed hour period to make contact with customers – a point at which many issues are immediately closed.
For issues that need to be escalated to a global level, the local staff member opens a Firefighting case in their CustomerGauge platform to help measure close time by automatically triggering an escalation email to global HQ. To ensure fast resolution, Nilfisk-Advance has implemented a regular board meeting that is tasked with resolving global-level issues within a fixed month timeframe.
"Across global and local levels a renewed effort on customer service excellence is really driving this organisation forward. Management teams are very aware of their issues, scores, and how they need to improve," said Jacob Christensen, Global Marketing Intelligence Manager at Nilfisk-Advance. "Working with the Firefighting tool in the CustomerGauge platform has made it possible to embed systematic processes within our organisation to close the loop on customer issues."
"In competitive industries a better customer experience has a significant long term impact on organic growth and revenue," said Adam Dorrell, CEO, CustomerGauge. "Resolving customer issues in such a short timeframe is a challenge for any organisation, so it's absolutely inspiring to see Nilfisk-Advance's dedication to customer satisfaction not just in some markets, but across all parts of the globe simultaneously."
Read the case study: Nilfisk: Polishing customer service quality with CustomerGauge
Net Promoter® Score (NPS) is a customer loyalty metric developed by, and a registered trademark of, Fred Reichheld, Bain & Company, and Satmetrix.
Nilfisk-Advance is one of the world's leading manufacturers of professional cleaning equipment. Headquartered in Denmark, its production facilities are located in Asia, Europe and the Americas and the company has sales entities in 44 countries and distributors in more than 70 countries. Its main product lines are professional scrubber dryers, sweepers, vacuum cleaners, and high pressure washers.
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/