CX-Customer Experience/NPS Score Analytics
Sector: Specialty Materials
Advanced Materials Manufacturer

Annually track and measure customer experience utilizing Net Promoter Score methodology with domestic and international business customer base. Also establish email/communication alert procedures to quickly respond to customer issues contained within survey responses.
Research Solution

CX Online Surveys

Coordinate deployment of customer data base and communication protocols to ensure a high survey response rate. Online survey designed and sent to customers, and a real-time survey results dashboard was established to track NPS and response rates in real time.
Key Insights

The results clearly identified factors that needed to be addressed to favorably impact the customer experience. In addition, the research results identified need for improved dialogue and customer partnering to create a stronger organizational focus on relationships and problem solving.

Implementing recommended strategies helped improve the NPS by more than 50% over a 3 year period.