NBRI was engaged by an international service organization to conduct a customer service survey of 3 million of its 110 million customers located worldwide. The client selected NBRI to gather data on their customers’ service experience due to NBRI’s expertise in this area and our ability to customize the survey to suit their specific objectives.
Through a stratified random selection process, NBRI selected a sample to participate in the survey. This technique ensured the client received valid and representative data at each market level, while simultaneously reducing the cost of the study.
NBRI deployed the survey in five languages using three methodologies: online, paper, and telephone. The client chose to benchmark themselves against more than 100 similar organizations in the NBRI Benchmarking Database, which provided an objective comparison for their results.
NBRI’s ClearPath Analytics revealed that the high level of technical knowledge possessed by their customer service representatives was the most important determinant of the customer experience. This root cause item drove 65% of all service related questions, and it also drove all customer perceptions regarding innovation and creativity, and heavily influenced the extent to which the client was perceived as a leader in their market.
Per NBRI recommendations, the client increased the technical knowledge of their customer service representatives through more training. Leveraging the data in this way helped the client achieve Best in Class scores (at or above the 90th percentile of the NBRI Benchmarking Database) within four months. This was a significant increase from their initial scores, which were categorized as Opportunities (between the 50th and 74th percentiles of the NBRI Benchmarking Database).