Challenge
Moment has made improvements based on assumptions and not on knowledge. The company did not know how loyal the customers were. There was a need for customer feedback telling the company how loyal the customers were or if the customers were even loyal.
Solution
The Net Promoter Score was implemented at the Copenhagen temporary employment and recruitment agency. With just two simple questions, the NPS rating and a follow up question, Moment was able to measure customer loyalty. Since then, Moment chose nps.today as supplier for the NPS measurements.
Results
The NPS surveys give Moment input from the customers that revealed a fantastic picture of what was moving in them. With the nps.today solution both time and overview have been optimized. The feedback gives Moment quick and easy trading options to improve the customer experience.
NPS became part of Moment's vision
In the past, we made improvements based on assumptions and not on knowledge
Sara Vinding, Operations Director at Moment A/S, has been involved from the start, when in 2010 they chose to implement the Net Promoter Score at the Copenhagen temporary employment and recruitment agency. Moment thus became one of the frontrunners in Denmark in the use of the American method, which with just two questions measures customer loyalty.
In 2010, NPS became part of Moment’s vision when it was known that the likelihood of the company growing would increase with customer loyalty.
We just did not know how loyal our customers really were. At that time, we made improvements based on assumptions and not on knowledge. In the beginning, it was with skepticism to leave the customer survey to only two questions, because with NPS we could not control what we asked the customers, and could we then accommodate the answers that came back?
Sara quickly adds:
However, it quickly became clear that my skepticism was unnecessary and that the input that came from the customers gave a fantastic picture of what was moving in them
Door opener for dialogue
For the first three years, they worked with the NPS method at Moment, but in 2015 they switched to using nps.today as a supplier. Sara says that their platform is incredibly easy and intuitive, so both our time and overview have been optimized with the solution, and adds:
We at least halved our time consumption and now had access to data immediately and directly in our CRM system, which means that we also act immediately
Now, eight years after the implementation of NPS, all Moment’s customers are asked every six months the NPS question of whether they will recommend Moment to others, and the score has gone from 26 to 52 on a 100-point scale.
Of course, one is proud of the NPS score at Moment, which is significantly higher than that of competitors, but it is especially the customers’ comments that provide good trading opportunities.
We can act in the right way and we can afford to have a dialogue with customers”.
A great management tool
The customers’ answers and the subsequent dialogue have led to many concrete initiatives at Moment, all of which have intended to make the customer experience better.
Among other things, we have made our invoices more manageable, improved our shift schedules and changed our opening hours. We have even involved customers in workshops to discuss solutions
Also internally, concrete initiatives have taken place on the basis of the completed work with NPS at Moment.
Consultants and sales have gained a closer collaboration and an understanding of each other’s work that they did not have before. This has resulted in a better delivery experience. And then NPS is a great management tools as to which Sara adds:
Now we can prioritize more purposefully and act faster, as we have the customers’ attitude in black and white
About moment
- Since 1997, Moment has matched the best candidates with Danish companies and organizations. NPS has been a part of moments vision since 2010. nps.today as a supplier since 2015.
- Moment has integrated their CRM and temp system with NPS
- The NPS method was a strategic management decision, and was to run their business and improve the customer experiences with a dedicated NPS program