Net Promoter Score (NPS) – The basis for customer loyality
Tom Verschoor, CEO and Jeffrey Hoppenbrouwers, Marketing & Communication Manager Unica Fire Safety
“Net Promoter Score (NPS) – The basis for customer loyality”
Three simple questions
“NPS is the basis for measuring customer loyalty: do you want your customers to promote your company? Why?
We believe that you can best achieve this with a clear, accessible methodology and the most efficient measurement process.
That is the reason Focus Feedback appeals to us.”
More customer feedback “Good cooperation with our customers is the cornerstone of our success. Putting the customer at the heart of what we do is one of our core values. We used to carry out satisfaction surveys every year, but we really wanted feedback from our customers more often, especially during the course of projects. After delivery, you can always measure customer satisfaction, but you can no longer make adjustments in response to their needs. That is what brought us to Focus Feedback.”
Feedback at every stage “We are a process-driven company and therefore value feedback at each stage of our business process: sales, planning, design, implementation and delivery. What was the customer’s experience with us during the entire project? Now, we can get feedback at five crucial moments by asking customers three simple questions: “What we are doing well?”, “What could we improve?” and “Would you recommend us to others?”“After delivery, you can always measure customer satisfaction, but you can no longer make adjustments in response to their needs.”
“By measuring customer satisfaction at every phase of a project, we can take action accordingly. Did something go wrong during planning, for instance? We can immediately react to customers’ responses and make adjustments at that stage of the project. That was much more difficult with a post-delivery survey, even impossible at times. Now we receive a constant pulse of feedback from our customers and that gives us enormous added value.”
Are you a promoter of Focus Feedback? “Absolutely! The NPS system is straightforward and we were very pleased with Focus Feedback’s advice on how to set it up. They also brainstorm with us about what to ask customers and when. Evidently, a B2B environment can be entirely different from a B2C context, which can influence the way satisfaction is measured. Focus Feedback helps us with that.”
Unica Fire Safety is part of the Unica Group and one of the largest players in the field of fire safety installations in the Netherlands.
The company has a team of 180 specialists working daily across the country on high-quality fire protection solutions that meet clients’ specific requirements
and the highest quality and safety standards.
More success stories
Focus Feedback has a far reach: we’ve requested feedback for customers in the most varied industries and in numerous languages. Read about how our customers have made their own customers and employees enthusiastic.