NPS Measurements Must Live Among A&Til’s Employees
Challenge
A&Til used NPS measurements in a manual setup that was inflexible and siloed. Opportunities for knowledge sharing were limited, and the IT department had to be involved for even small adjustments or new initiatives. A strategic and tactical upgrade was needed.
Solution
In collaboration with an NPS consultant, A&Til refined its approach to measurements and chose a single unified platform — nps.today — with a plug-in for Genesis, so the entire process of collecting, processing, and acting on data is automated.
Result
With a solution optimized for NPS measurements, A&Til can easily make adjustments or additions as needed. The measurements are brought to life among employees and support the strategic goal of delivering great service that matches members’ needs.
From Measuring Satisfaction to Creating Real Member Impact
With 54 professional partners and more than 150,000 members, A&Til is one of Denmark’s largest unemployment insurance funds. It is crucial that members feel understood and supported in their interactions with A&Til, and NPS measurements are an important tool in achieving this.
Satisfied members have always been a key success parameter for A&Til. NPS measurements had been a priority for several years, but they were not yet an operational tool. Service training for employees made it natural to ensure more actionable measurements — which became the specific occasion to take the work with NPS to new heights.
A Tool Optimized for NPS Measurements
On recommendation, A&Til took a closer look at nps.today. The opportunity to jointly develop a plug-in for A&Til’s phone solution, Genesis, convinced them that this was the solution that could make NPS work operational.
A Much Shorter Path from Thought to Action
Previously, busy IT resources had to be involved every time new ideas or even small adjustments were needed. Today, the path from thought to action is much shorter.
“Setting up a simple script used to take a long time. Now, we manage it ourselves in our own application. There are many small details and tweak options that reflect that the solution is 100% dedicated to NPS — so we’ve definitely gone from good to great,”
says Jesper Mygind.
Steering Efforts Based on Measurements
The more agile and dynamic approach to working with NPS measurements makes it possible to share knowledge across the organization and continuously support each other in creating even better experiences for members.
The Numbers Must Live Among the Employees
Communicated as more than just a number or a hard KPI, the measurements should help clarify how employees make a difference for members. Making the scores easily accessible and allowing employees to follow developments continuously makes the data operational and relevant.
About A&Til
With 54 professional partners and more than 150,000 members, A&Til is one of Denmark’s largest unemployment insurance funds. A&Til steps in with unemployment benefits and guidance when members’ working lives take unexpected turns.
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