Benchmarks & Client Cases
Creation of a VOC & NPS Process
The Challenge
Problem
• Lack of customer feedback information to feed marketing and sales initiatives
• Inability to evaluate the success of the different approaches used in each store
Root Causes
• Absence of a robust, structured and regular customer listening process (VOC)
• No metrics implemented for customer satisfaction regarding the service quality
• Conduction of ad-hoc external surveys without improvement-oriented questions
The Solution
• Introduction of a transactional Net Promoter Score (NPS) measurement system in the stores' areas and inclusion of this indicator in the Daily KAIZEN™ routine of the teams
• Client-centric approach to the processes redesigned
• Voice of the Customer (VOC) survey designed and tested in a real environment with 119 respondents
• Creation of a cyclical process for the improvements to be implemented as a result of the VOC
The Results
Evolution of NPS Score for pilot stores
NPS Evolution Ratio → Revenue
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