CS and NPS consumer tracking
A specialist insurance group wanted to measure levels of customer satisfaction and its Net Promoter Score (NPS – LINK) or propensity to recommend the firm to friends & family across some 300+ businesses in the Group. The objective was to maintain its position at the forefront of its chosen sectors and highlight any hotspots in service that could be quickly attended to should the results indicate it necessary.
Regular monthly tracking took place over several years and the results became integrated into the KPIs used by the firm across Senior management.
The survey allowed management of each business unit to benchmark themselves against others in the Group.
A regular monthly tracking study conducted by web survey among 30,000 respondents.
FWD mailed invitations to potential participants who completed the survey on-line.
Co-ordination of reporting was the major challenge to ensure consistency and timeliness.
The insights were reported on a monthly basis to identify any significant changes while a summary report was charted and presented quarterly. The speed of reporting and flexibility in handling data requests meant the business could respond very quickly to local shifts in customer satisfaction.
The results became so integral to the business that they contributed to the Senior Management Balanced Scorecard.