OK gathers all customer satisfaction measurements on one platform
Measuring customer satisfaction is everyday business at OK, but with several different software solutions, the landscape became too complex and synergies were lost. Management decided to consolidate into one system.
OK is among the largest energy companies in Denmark. With a product that is essentially the same across all providers, customer service is highly prioritized. Proximity to the customer and a strong customer experience are how OK differentiates themselves and maintains a solid position in the market.
Challenge
OK’s customer center lacked a solution to measure satisfaction with customer phone inquiries and also missed coherence between their five different customer satisfaction measurement tools.
Solution
The goal of one unified platform for collecting and processing all customer satisfaction surveys could be met with nps.today, which also had a strong standard integration with OK’s telephony solution, Miralix.
Result
The entire organization now works on the same platform, which covers both ad hoc surveys and day-to-day customer satisfaction measurements. Conversations about customer satisfaction have become simpler and more concrete.
Even closer to the customer
More than once, OK has taken first place in the annual EPSI studies for customer satisfaction with Danish electricity providers. The desire to remain relevant to customers and stay ahead of potential market changes motivated OK to look for a solution that could integrate with their telephone system, Miralix.
Standard integration with Miralix was crucial
Replacing five solutions with one requires some groundwork, and OK prioritized a thorough selection process. The solution had to cover approximately 500,000 annual phone inquiries, while also handling ad hoc surveys targeted at selected segments, as well as the ongoing dialogue with OK’s customer panel.
Skepticism turned into motivation
A quality assessment of every phone call can naturally raise concerns among employees. OK reassured staff that this was a tool – a lever to strengthen what the organization already does well, and an opportunity to push feedback back into the organization. For example, if a campaign created confusion, it would now be easier to provide specific feedback based on direct customer responses. The approx. 100 permanent employees and student workers in OK’s customer center welcomed the solution and today find it easier to see the effect of the small adjustments they continuously make in customer dialogue.
Stronger cross-team collaboration
OK’s customer center is divided into eight teams, and today it is easier for team leaders to share experiences and provide input to each other. At weekly management meetings, customer satisfaction has become a natural part of the regular KPI reviews.
“We now have a pulse measurement here and now, and we get a concrete assessment of our efforts. So even though customer service has always been important, it’s become easier to talk about. Team leaders also know more about what works well and where things lag, making sparring between them more precise and useful,” says Phillip Nørgaard Zahora Sønderskov.
Still gold to collect
Today, all departments manage collection and analysis of satisfaction surveys through nps.today, so the goal of one unified platform has been achieved. Customer satisfaction is top of mind for everyone, and the concrete feedback makes it easy to act when adjustments are needed.
“On both an operational and tactical level, we get a real-time readout instead of having to react in hindsight,” concludes Kasper Vorsaa Langvad.
“And we also receive a lot of written feedback from customers, which we look forward to working with more actively. There’s potentially some gold there that we need to start collecting,” adds Phillip Nørgaard Zahora Sønderskov.
About OK
OK is one of Denmark’s largest energy companies and has over the years received multiple recognitions for good customer service. Each year, their customer center handles around 500,000 calls, and through ad hoc surveys, OK also ensures ongoing dialogue with customers so they can continue to remain relevant and close to them.
Ready to Simplify and Elevate Your Customer Experience?
Start with a demo – and experience the power of one scale and one platform.