February 2016 Closed Workshop

No, this insurance brand doesn’t target masochistic clients. It however makes use of follow-up campaigns as to provide detractors-turned-promoters with the opportunity to run a sponsorship scheme!

This telecom company operates in several African countries. It quickly gave up trying to consolidate the scores and performance criteria onto the NPS, as scores given by customers from different countries varies greatly, even though the satisfaction level expressed in the verbatim is identical. As a result, it is now customer service ratings which are used as reference.

This telecom company asked its promoting customers (a 9 or 10 NPS rating) if they already had recommended the brand… for real! Only 10% of them answered that they truly did before. The reason behind this gap between customer expression and actual action, according to the Voice of the Customer Director? Using the conditional tense in the question!

This car manufacturer has doubled the amount of collected feedback just by altering its survey. A graphic charter which matches the brand, the use of a relevant formulation for each survey as well as communicating on the motivations for the survey have notably contributed to this improvement.

This credit institution asks its customers about their satisfaction, even for out-of-court recovery settlements. It thus makes sure that the best solutions have been offered (for instance: payment by installments).

In this case, another telecom brand had increased its efforts and had spared no expense to offer next-day replacement phone delivery. Yet… Although this technical achievement was indeed appreciated by customers, feedback proves that the actual hour of delivery plays a bigger role than the amount of days before delivery when it comes to customer satisfaction.