Audika creates customer loyalty
Audika now gains better insights into customer satisfaction, which strengthens the dialogue with their customers. 8 out of 10 detractors are happy that Audika contacts them to follow-up.
Challenge
In Audika they did not have customer loyalty as a separate agenda. From this they did not have the structure and possibility to follow-up and make sure that customer satisfaction was at its best. They were therefore looking for an option to do so.
Solution
nps.today gave Audika a solution where it is possible to measure the feedback, well, first and foremost get feedback. The solution helps the company in the work with loyalty and supports how they wished to work with loyalty.
Result
Audika now gains better insights into customer satisfaction, which strengthens the dialogue with their customers. Audika furthermore experienced that the dialogue with customers makes the decisions for tomorrow. Finally, 8 out of 10 detractors are happy that Audika contacts them to follow-up.
How Audika creates customer loyalty in a global market
How does one increase the customer satisfaction and loyalty across 22 markets and 2.700 clinics and secure that your 6.000 employees support it? Birgitte Tovgaard Hansen, Consumer Loyalty Manager at Audika is not in doubt.
Two targets of action for all countries
Audika has therefore set up two targets of action for all countries. The first one is immediate follow up on unsatisfied customers, the so-called detractors. The second target is to identify and use “best practice” across all clinics and regions in working with unsatisfied customers
Birgitte Tovgaard Hansen tells that with nps.today she now has a possibility to gain better insights in the customer satisfaction even though she is situated in a global office far away from the individual clinics and customers.
Paying at site increases the chance of win-back
It affects the operational work with customer loyalty greatly when the customer satisfaction is surveyed at site in the clinic, for example in a dialogue with the audiologist or in the reception and follow up can occur rapidly.
She highlights that conducting surveys on customer satisfaction obviously does not influence loyalty if the surveys are not used actively.
The dialogue with our customers strenghtens the loyalty
Audika works tactically with NPS through weekly follow ups and sparring from the district managers and sales managers in the regions and on the global markets the country responsible management works strategically with following up in the regions. The purpose is to identify the main reasons and apply best practice globally.
About Audika
- A global company of hearing centers under the Demant Group
- Operates on 22 markets and have 2.700 clinics and 6.000 employees
- Is unfolding NPS across all markets
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