Welcome CCS is going international
One thing that makes a company from Tilburg larger than life: one of the biggest producers of household electronics in Europe has chosen the Tilburg based Welcome CCS as a partner for a large-scale, global customer survey. The Dutch sister-corporation has successfully used Welcome CCS’s complaints-management software and the NPS® method for the past two years.
Now the European headquarters are also embracing this tried and tested method. Director Dave Wurms is completely wonder-struck with the choice for his company: ‘With this global payer as a customer, Welcome CCS is taking a huge stride forward.’
Listening to customers critically
“Our business relations do everything possible to improve and intensify customer relations. To realize this, it is important to listen to them well as well as critically with regards to their wishes and demands.” says Dave Wurms. “Companies want to know exactly what makes their customers happy and what makes them dissatisfied. There is no one in the world that can voice this better than customers themselves. This is why it is good to question customers regularly. In this way, a company knows exactly if customer experience matches their own findings. If this does not match, than the company has an excellent and unique opportunity to modify their service or make it better.”
The Net Promoter®Score (NPS®) is a simple, yet powerful instrument to measure customer satisfaction, or recommendation-value, with one single question. Companies get a direct indication of their growth potential. ‘The NPS® measures to what extent customers would recommend a company to friends, family or colleagues,’ explains Dave Wurms, . “At this international organization we will also be implementing the NPS® method on a large-scale. After several interaction-moments, customers automatically receive a request to part in the NPS® survey. Naturally, this is in their native language.”
If everything goes according to plan, the NPS® method will be rolled out in Europe in 2014. Wurms is proud that Welcome CCS was chosen. “It is a big step for our company. This step forward fits perfectly with our ambitions for the future.”
Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld