At eurodan-huse they wanted more insights into their customers and how they perceived the company. eurodan-huse already had a large focus on good customer experience but didn’t know if the customer experience they felt they had was aligned with the customers.
The solution became systemized surveys measuring customer satisfaction with nps.today’s platform. The decision was to send out 11 surveys spread across the customer journey. Via live screens with live updates, the NPS surveys are visualized for all in their everyday work life.
eurodan-huse has gained great insight into what they succeed in and where to improve the customer experience. It has enabled them to have more dialogue with the customer and from this improves the relationship between customer and employee.
What difference does operational NPS make to an organization with an already large focus on good customer experiences?
Via nps.today, eurodan-huse has systemized the surveys of customer satisfaction. Through 11 surveys spread out on the customer journey, in just a short time they have gained great insight into what they succeed in and where they can improve the customer experience. And the customers are not fed up with the large number of surveys.
NPS is a simple set-up with one question and one comment that the customer can respond to whenever it fits them, on email or by phone. It takes about 30 seconds and does not disturb the customer unnecessarily. That we at Eurodan-Huse take action on the customers’ feedback shows that we value their response and take them seriously. If a bad review hits us, we normally contact them within 24 hours. We experience that it has a positive effect on the customer satisfaction and the response rate because the customer experiences that we read their responses
With the implementation of nps.today, eurodan-huse has had customer satisfaction integrated across the entire organization. From the board to each department. Via live screens with live updates, the NPS surveys are visualized, and they become part of the employee’s everyday work life. This effort is supported by a structured segmentation of the incoming responses so what the employees see is relevant for them and their department.
It is an amazing tool to engage in dialogue with the customer. If a customer has a low NPS score it is not by incident. The vast amount of responses has removed the statistical insecurity from the surveys so that it is not just one employee that is assigned to all the unsatisfied customers, but that here is enough data to show a truthful picture
The introduction of nps.today has helped eurodan-huse improve the relationship between customer and employee and shown areas where the dialogue could be improved. Several times the surveys have surprised the employees and shown that what, in their views, was a good dialogue, was not perceived in the same way by the customer. The NPS surveys has done more than just improve the relation between eurodan-huse and their customers. They have also granted the managers a better insight into their own employees.
If an employee has applied for a new job, and has gotten it, it is truly noticeable in the surveys that the employee has received from their customers. In the period leading up to the job change, the score falls. This goes for employee stress as well, which is also clearly reflected in the score. Therefore, we are currently developing that each manager must increase their attention to the developments in the surveys of each employee. This way we can take care of the customers and their experiences but also take care of the employees’ lack of thrive on the workplace. This correlation has surprised us a lot
If he must point out one thing that has made the biggest improvement for eurodan-huse, Rasmus Dahl does not hesitate to say:
It has shown us the importance of, that it is us who are controlling the communication with the customers, instead of the opposite where they must seek a dialogue with us themselves