Focus Feedback Inspiration session: No Guts, No Glory with NPS at Bosch and Siemens Home Appliances
On September 30th, Focus Feedback organized a new inspiration session for members of The Touchables, a club of customer experience professionals. This was held in the impressive Inspiration House 20 | 20 in Hoofddorp, in which a large atrium connects the offices and showrooms of the Bosch, Siemens, Gaggenau and Neff brands.
As guests at Bosch Siemens Home Appliances (BSH), we took a closer look at NPS and optimal customer satisfaction, and witnessed the large and small steps that the company has taken as part of this. This workshop was led by Govert Janssen (Focus Feedback) and Izaac van Kralingen (Corporate NPS Officer at BSH). In 10 years, the NPS method at Bosch and Siemens Home Appliances has grown into a worldwide network: the method is currently being used in 30 countries, and this number continues to grow. During this session, we discussed the impact that NPS has had on the organization and what changes have been brought about as a result. The use of storytelling and videos to convey enthusiasm was also an important element.
The golden NPS tip we took home?
The NPS figure is not a goal in itself; rather, the NPS is a tool with which you can really listen to the customer. The underlying feedback is what makes NPS valuable. Without the story behind the figure, drawing a conclusion is very difficult and your focus may not be on the most important part of the picture.
By sharing feedback directly with employees via dashboards in the workplace, everyone can read the comments and compliments can be shared more easily.
Of course, a tour through the four impressive showrooms of the Bosch and Siemens Home Appliances brands was also part of the event. Here, you can discover which brand matches your kitchen and which appliances will help you bring out your inner chef. We also got to taste the end product: during the closing drink in the Neff showroom, we were able to enjoy live cooking by chef Thijs. All in all, this was an educational and pleasant afternoon with the perfect ending.