In the past, we made improvements based on assumptions and not on knowledge
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?
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
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
We can act in the right way and we can afford to have a dialogue with customers”.
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
Now we can prioritize more purposefully and act faster, as we have the customers’ attitude in black and white