With more enthusiastic, recommending customers (promoters), you can ensure sales increases that are quite higher than those of organizations lower on the NPS ladder. So how do you improve your ROI when you start working concretely and structurally with your customer experience and NPS, investing in your customers?
The best performing organizations in the field of customer and employee experience have a chance to win a great prize again this year. On June 1, research and consulting firm Integron will present the Experience Awards for the thirteenth time.
For the first time in years, the Net Promoter Score (NPS) within B2B Netherlands fell slightly: +15. On average, the decline means fewer promoters recommending customers to others and more customers switching to competitors. As a result, organizations often miss out on sales and profits. Read more and download the report here.
Who recommends your company or organization to others? The NPS (Net Promoter Score) methodology, widely used worldwide, allows you to map that out. You can measure NPS in several ways; including the relational or transactional way. Now when do you deploy which measurement method? We give the differences and the pros and cons.
Arjen Maliepaard and Egbert Engelfriet join as equal shareholders within Integron. The current managing directors purchased two-thirds shares and, together with Stephan van Gelder, now own the successful research and consulting firm. When it comes to day-to-day management and operations, nothing will change. Maliepaard and Engelfriet have formed the board for many years and the two of them remain the directors.
The employee journey experience has changed and requires more attention from HR Netherlands. Onboarding, as well as offboarding, is more important than ever. Organizations need to be more mindful of new, existing and departing employees.
The waste service industry is doing slightly better on customer experience than last year. However, the NPS (Net Promoter Score) is still in the minus: -5 versus -7. The number of enthusiastic, recommending customers (promoters) remains the same (22%), but the number of detractors ("non-recommenders") drops from 29% to 27%.
Not only for our customers, but also for our own employees, we want to enhance the experience and happiness at work. Above all, we want to be a future-proof organization. Therefore, we decided to transform our current office into a hybrid office. To this end, we engaged a property developer and a stylist to help us. Meanwhile, our "new office" is up and running. Watch the result in the video below and, above all, use it as inspiration for your possible future transformation to hybrid office.
"We immediately set to work since the beginning of the pandemic last year with a comprehensive plan of action to create a safe environment for our employees and guests. Every decision we made as an organization put the safety of our employees and guests first. This was and is absolutely appreciated by our employees," says Fleur Boot, Manager People at McDonald's Netherlands.
Explore Integron's research and advisory solutions for Customer Experience Feedback. Customer surveys, consultancy, and training. Download the brochure.
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