Every employee at VORM knows the drill: Every day I strive to be, along with colleagues and partners, the best ‘VORMer’ for our customers through performing each day better than yesterday. To live up to that, you should know where you stand at all times. Ieke Tromp explains how VORM accomplishes just that, thanks to the Net Promotor Score (NPS).
A score says little
“In the past we would ask our customers via a survey platform to rate our construction performance, service quality, and customer friendliness, which resulted in a score figure. Dozens of fixed customer survey questions, always after delivery. With a bad score, we could never improve on anything anymore. And what does a score figure mean anyway? Is a 7 good or bad when you don’t know why you got that score? We needed additional information; feedback that we could use instead of figures.”
VORM organized themed customer panels and customer calls in which employees also participated. “That resulted in such valuable feedback that we decided to base customer satisfaction on NPS measurements with Focus Feedback from then on. This way, we get continuous feedback so that we can stay alert and immediately respond to our customers’ needs. It has been our golden ticket: within six months our NPS had increased by 30%!
“With Focus Feedback we get continuous feedback so that we can immediately respond to our customers’ needs.”
“The NPS not only ensures greater customer satisfaction, it also prompts a new awareness within our organization. We produced a video using the positive – and negative – feedback, which was an eye-opener for all employees. Although everyone does his or her utmost, we often forget to consider the customer in the process. That awareness became highly valuable and profitable! And what is more pleasant for employees than working with satisfied customers?”
Are you a promoter of Focus Feedback?
Yes, absolutely! We receive continuous and valuable information at times that are most profitable to us. We can immediately respond and even anticipate internally, and on a one-on-one basis towards our customers. We have insight into what we do well and what we can improve for an optimal customer experience. NPS does that for us with Focus Feedback.”
VORM is an all-round organization: a property developer and construction company. It caters to the entire spectrum of the construction industry: residential, commercial construction, transformation and renovation. The company operates directly with clients and also subcontracts for third parties. VORM’s headquarters in Papendrecht employs over 250 people and is the major builder serving the Western Netherlands. As a developer, VORM seeks opportunities across the Netherlands.
The construction company that combines realistic development with expert building execution! This success formula attests to VORM’s past and current prosperity.