Quickly we realized that nps.today is a really great tool. It was easy to set up and it supports our way of working with loyalty. We receive the results immediately and can apply it to all our markets.
Before we implemented NPS, customer loyalty was not a separate agenda. Now it is literally a part of everyday life in our clinics where employees can share their customers’ feedback with their colleagues and thereby learn from all the experiences we make. Regardless of where we are in the world
It is not just hypotheses or something that comes from a regional manager – it is actually experiences that real employees have had with customers.
We are contacting detractors, customers who have given a score from 0-6, within three days to listen to their explanation to why they have rated us low and how we can accommodate these customers
We now have a tool that strengthens the dialogue with our customers. nps.today can be adapted to the specific market’s needs regardless if the clinic is situated in the US or in Switzerland and can be used across demography, geography and cultural differences. This is utmost relevant for us. Because it is the dialogue with our customers today that is decisive of if they are also customers tomorrow. We know that approximately eight out of ten detractors are happy that we contact them. This is why we will continue to strengthen our business by listening to our customer