A manufacturer of industrial, transmission, and distribution systems was experiencing increasing competition in its field. To maintain its customer base and plan for the future, it was essential to understand current levels of performance and word-of-mouth in its customer base.
An NBRI Customer Pulse Survey was deployed on an ongoing basis, and scores — assessed by various touchpoints — were tracked on a monthly basis. The data identified several departments where scores lagged behind total company performance. In conjunction with the survey data, an assessment of open-ended question feedback revealed that responsiveness was particularly problematic.
The client leveraged these insights to take specific and targeted action to improve performance by engaging in targeted service recovery, restructuring customer service, and enhancing training. As a result of these changes, Customer Pulse Survey scores nearly quadrupled over the next few months. While the client reaped immediate satisfaction and word-of-mouth benefits from their customers, they were also able to initiate a seismic change at the ideal time. Knowing an imminent IT implementation would be disruptive to their customer service, the client waited until scores were consistently high before beginning the implementation process. As a result, customer service suffered the fewest possible interruptions and the company’s future remains bright.