Have you ever heard of the Net Promoter Score (NPS)?\nYou probably have!\nThis method of measuring customer satisfaction has become a popular tool in the B2C sector in recent years.\nBut do you also know what great added value it can offer you and how to use it strategically?\nWe discussed these questions with Dieter Blessing from Sparkasse Osnabr\u00fcck. <\/p>\n\n
“Getting closer to our customers through first-class quality” – Mr. Blessing reports that this wish was the trigger for the introduction of a new method for measuring customer satisfaction and is now one of Sparkasse Osnabr\u00fcck’s six target figures alongside the strategic corporate goal of willingness to recommend the bank to others.<\/p>\n\n
Sparkasse Osnabr\u00fcck has been using the NPs for 8 proud years now and applies it across all hierarchical levels and operating units right up to the Management Board.\nIn cooperation with the MUUUH!\nGroup, which handles the telephone interviews as a consulting company, 60 interviews are conducted per operating unit per year in a rolling procedure with 5 new interviews per unit every month (first in first out procedure).\nDuring the interviews, customers are asked about their experiences with the GiroLive account world in order to determine their willingness to recommend it to others.\nA scale of 1-10 indicates satisfaction and is an important indicator for Sparkasse Osnabr\u00fcck in terms of customer loyalty.\nBlessing and his colleagues ensure maximum topicality through the chosen rhythm and at the same time form the basis for calculating the NPS.\nThe results of the interviews are then automatically delivered to the advisors and managers on a weekly basis so that they can react to them immediately. <\/p>\n\n
For answers with an NPS below 7 points, advisors receive the results within 24 hours and then have four working days to discuss the matter with the customer.\nConversely, positive interview results with 8-10 points can be used immediately to make an offer, for example to sell additional services.\nIn this context, Blessing emphasizes the importance of evaluating and interpreting the interview results in order to be able to derive meaningful measures for action in the next step. <\/p>\n\n
When implementing new measures, it is not only in the savings banks sector that<\/p>\n\n
financial group world, there is of course also the question of costs.\nThis also arises from the <\/p>\n\n
lively discussion, in which the webinar participants put questions to Mr. Blessing and Dr.<\/p>\n\n
Claudio Felten.\nBlessing then names the number of interviews as the biggest cost driver.\nThe basis of the data selection is also put up for discussion.\nMr. Blessing then explains that the responsible service provider draws the customers at random, regardless of whether there has already been a touchpoint.\nAs a rule, a customer is surveyed a maximum of once a year, which results in a total of two thirds of already advised customers and one third of non-consulted customers in the data set. <\/p>\n\n
“We have a clear guard rail system,” concludes Mr. Blessing.\nThis stipulates that the results of the interviews only end up with the responsible consultant and the direct manager.\nHe emphasizes that the NPS is by no means used as a control medium, but rather for corporate development.\nIn principle, however, the works council is played with open cards, as it must of course ultimately support the method.\nAnd the importance of the results for reflecting on and improving customer service, sales and external image is one of the biggest arguments in favor of the NPS survey.\nThe right approach not only increases customer loyalty and positive perception, but also sales per customer.\nFor this reason, the NPS survey can be warmly recommended to everyone. <\/p>\n","protected":false},"excerpt":{"rendered":"
Strengthen customer loyalty through customer surveys<\/p>\n","protected":false},"author":1,"featured_media":5165,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","ghostkit_customizer_options":"","ghostkit_custom_css":"","ghostkit_custom_js_head":"","ghostkit_custom_js_foot":"","ghostkit_typography":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[124],"tags":[128,144,145],"class_list":["post-5164","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en","tag-customer-satisfaction","tag-nps-en","tag-sparkassenwebtalk-en"],"acf":[],"yoast_head":"\n