NPS became part of Moment's vision
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.
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.
Result
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
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.
“In the past, we made improvements based on assumptions and not on knowledge” says Sarar Vinding, Operations Director at Moment.
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”. Says Sara Vinding
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.
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.
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
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