The client, a multinational conglomerate with nearly 700 subsidiaries worldwide, has a diverse portfolio of products and services, including plant technologies, industrial services, design and manufacture of high-speed trains, marine systems, and ships.
In order to help promote and support the adoption of the Net Promoter Score (NPS) methodology internally, the company sought an NPS scoring tool that tracks customer relations and overall customer satisfaction performance.
Net Promoter Score is a management tool that gauges the loyalty of a company’s customer relationships, with the purpose of determining the likeliness that a customer will buy again, and resist market pressure to defect to a competitor. It works by aggregating scores on a 1-10 scale gathered from customer surveys, and applying an overall numerical score to each customer, categorizing each as a Promoter (positive), Detractor (negative), or Passive (neutral). The customer is able to leave comments in the surveys, which allows the company to use Voice of Customer (VOC) processes to ensure that expectations are met in the future.
Expanding on these principles, the tool allows the business to track the response distribution over time in order to see how scores have improved or declined. Users are able to assess whether the volume of responses are meeting or exceeding target volumes, and valuable insights into the breakdown of negative sentiments can be assessed in order to identify problem areas within the business.
UX Designer, UI Designer
Leading Engineering & Industrial Services Company
Engineering, Manufacturing, Industrial Services, Steel Production