IDA makes satisfaction a shared effort
Creating satisfaction among members requires cohesion and insight. With nps.today, IDA has established a shared effort to manage and leverage customer feedback,making it easy for members to share their experiences and enabling the organization to respond effectively. The result is a more effective effort, higher response rates, and an even stronger member satisfaction.
Challenge
IDA’s work with member satisfaction was increasingly limited by a system that made it difficult to exploit new measurement opportunities. At the same time, the approach to work with satisfaction was inconsistent across the organization. The collection of data was also complicated by a cumbersome process when members gave feedback.
Solution
IDA chose nps.today, which collects customer feedback across all relevant channels. The solution is cross-platform and standard integrations make it easy to connect with existing IT. Simple tools support users in working with NPS, and dashboards create an overview and increase motivation among employees.
Result
Today, IDA has shared tools for managing satisfaction, and employees appreciate the easy access to data. The response rate for NPS surveys has increased by over 100%, and the already high NPS score has seen an additional boost. For members, it has also become easier to provide feedback, as they are asked while they remember the interaction.
IDA establishes a common standard for member satisfaction
Even satisfied members can become even happier, and it helps with the employee motivation when it becomes clear what works.
At IDA, the satisfaction among members is generally high. The same applies to the customers in their commercial departments, which are responsible for e.g. the sale of insurance. However, at IDA they lacked a common language and shared tools for working with satisfaction. This was the reason why IDA initiated a dialogue with nps.today. The goal was to provide a common standard for how to measure, understand, and act on feedback from members and customers across IDA.
Locked in an old solution
It was not because they did not already have measurements of satisfaction. IDA had, in fact, been using NPS measurements for many years. However, the approach was fragmented and not aligned across departments, and at the same time, the existing solutions faced technical limitations that were difficult to overcome.
There was a need to centralize the measurements, establish a common format, and ensure that everyone could benefit from a new unified system.
“We already had a system that worked and that gave us a certain benefit, but there were also many limitations. The employees did not have a comprehensive overview, and data was a slightly delayed. There had also been improvements to the way NPS measurements were used, which we simply did not have access to. For example, we wanted to work with P-GAP, but we couldn’t do that in our old system,” says Mie Stattau, who is the team leader at IDA Forsikring, about the reason for looking for a new solution.
Technologically mature partner with strong APIs
After exploring the market, the choice fell on nps.today, which met the requirements for a robust NPS-based solution. nps.today is a flexible cross-platform with standard integrations that enable work across channels and easy integration with existing IT systems.
Magnus Kragelund, Product Owner at IDA, was given the role as overall project manager for the implementation of nps.today and was thus also given the responsibility for ensuring the goal of a unified platform for the entire organization.
“It has been important for us to find the right balance between everything the system can do and what we actually need. The team at nps.today has been really good at advising us and is always available for questions. They are not only knowledgeable about the product they deliver but also about everything related to Customer Experience, so we have received excellent sparring and advice along the way,” says Magnus Kragelund about the collaboration.
Sweeps away all doubt
One of the arguments for choosing nps.today was the many opportunities to utilize great tools developed as supplements to NPS measurements. With the implementation of nps.today, IDA now has the ability to coordinate conversation analyses in Capturi with P-GAP and NPS scores and thereby get a more nuanced view of the interaction.
How Self-Evaluation Enhances Member Service
They have the same experience in member service, where Daniel Reuber is the group leader. “It is very instructive for employees to do self-evaluation. Reflecting on the conversation is, in itself, good training. Sometimes employees rate themselves too low. Maybe the conversation was about something negative, but the member’s experience can still be positive.
It can be encouraging to learn that we may judge ourselves more harshly than the members do,” he says about the experiences with P-GAP, which he finds to be a valuable learning tool for both highly experienced employees and for those who are completely new to member services.
New dashboards strengthen NPS scores
User-friendly dashboards have increased visibility and enhanced motivation among the employees. This is something they clearly notice at IDA Forsikring. And even though satisfaction was already high, members have responded with even greater satisfaction.
“With the new dashboards, we have a complete overview. The awareness of NPS has grown. Almost everyone has their dashboard open all the time and monitors it continuously. We can respond faster to criticism and areas for improvement, and our NPS score has increased from 63 to 70,” says Mie Stattau.
Response rate more than doubled
It is not only the satisfaction, but also the commitment that has increased. The response rate has with nps.today increased from 8 to 18%, which is due to several factors.IDA had an in-depth dialogue with nps.today specifically about the response rate and gained clarity about what to expect and what others are doing. A target was set to achieve a response rate of 15% and already, when nps.today was put into use, the response rate increased to 12%. Further adjustments provided an extra notch upwards.
“Simply implementing nps.today increased the response rate, but not quite to where we wanted it to be. We then took another round, where they helped us leverage the existing tools to make some adjustments, and afterward, we exceeded our goal, so today we are at 18%,” says Magnus Kragelund.
A shared way to gain insights
The conversations across the desks in member services have also changed charater after nps.today made NPS results available to everyone in real time.
Valuable sparring and always clear explanations
The work with member satisfaction does not stop with the implementation of nps.today. New opportunities must be used and several departments still need to adopt the solution. Sparring with nps.today also means that IDA continuously revises its approach to measurements.
“Before, we had an annual survey among our members, which unfortunately did not always provide an accurate picture. In dialogue with nps.today, we have come to the conclusion that we continuously reach out to our members throughout the year. It will give us a better idea of how specific initiatives during the year are received by members and how they affect their satisfaction,” says Magnus Kragelund in conclusion about one of the initiatives currently underway.
A Flexible System
Daniel Reuber adds that he also appreciates the opportunity to work directly in the system himself: “nps.today is very flexible, and in no time I can handle most tasks myself. If we have an issue, they are incredibly fast. They respond promptly and always provide clear explanations.”
About IDA
IDA is Denmark’s largest professional community for engineers, IT professionals, and graduates in natural sciences. IDA has approximately 166,000 members and around 350 employees who work to ensure the best possible conditions in the labor market for engineers and other highly educated professionals with technical and scientific backgrounds.
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