Izaac van Kralingen, Global NPS Officer – Bosch and Siemens Home Appliances
“Enthusiasm as KPI”
From Operational Excellence to Consumer Centricity
“Since 2010 we have switched our complaint management and operational excellence strategy to consumer centricity and working with the Net Promoter Score (NPS). We noticed that consumers wanted to respond and comment, especially in a positive way. So we started with Focus Feedback.”
“The software behind Focus Feedback is reliable, user-friendly and flexible: it works, you can quickly find what you need and you can easily adjust it. We currently use it in 15 countries and soon, in 20! The software works across the globe.”
“Annual customer satisfaction surveys? No, we have real-time insight into the NPS and our promotors every day.”
Positive customer approval “Are consumers tired of satisfaction surveys? Not with us. Over 75% of our respondents give specific feedback on our products and processes, in a completely automated fashion. And we are pleased about that. We stay close to the NPS and only ask our customers whether they would recommend us, what works well and what needs improvement. Completing the feedback form takes only one minute. That works!”
Three-fold increase NPS
“Our NPS has increased three-fold. Employees work differently, listen to consumers and find that loyalty thereby increases. In 2012, NPS became a KPI in customer service in the Netherlands, and across all our companies since 2016. Our organization is fully focused on positive approval and enthusiasm of customers. Annual customer satisfaction surveys? No, we have real-time insight into the NPS and our promotors every day.”
Are you a promotor of Focus Feedback yourself?
“That is for me a firm ‘yes’. Focus Feedback has it all figured out and with Focus Feedback delivers a great NPS application. They know the methodology through and through. They support and assist you, but also dare to offer criticism. I can improve my service from it.”
Bosch and Siemens Home Appliances is the Dutch sales, marketing and service organization for Bosch, Siemens, Gaggenau and Neff. It is part of BSH Home Appliances Group, headquartered in Germany. With a EUR 10 billion+ turnover and more than 50,000 employees, Bosch and Siemens Home Appliances is a worldwide leader in the industry of household appliances. Bosch and Siemens Home Appliances manufactures its equipment in 42 factories, has 80 companies in 50 countries around the world.