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.
