When customer satisfaction is in the hands of your employees, it’s important that you prepare them well. An increasing number of companies use measurements and feedback from customers as a dialogue tool. This enhances the employees’ commitment and contact with the customer.
One of our customers says it very precisely: “The customers try to teach us something every day through the feedback they give us.” Not everyone dares to ask the customers how satisfied they are, but for the companies that have the courage, the customer can become the best possible guide. Our customers have taken that step.
Give the customer a seat in the office
At EGN, eurodan-huse and Aarhus Municipality, employees can follow the development of the company’s NPS score (What is NPS?) on screens set up for this purpose. Like several other organisations, they focus on customer satisfaction, and the info screens make it easy to manage. At the Citizen Service Centre in Aarhus Municipality, the measurements have almost become a sport, which has increased the employees’ engagement.