{"id":2628,"date":"2023-03-15T08:00:41","date_gmt":"2023-03-15T07:00:41","guid":{"rendered":"https:\/\/pactuell.com\/en\/?p=2628"},"modified":"2023-03-15T09:00:55","modified_gmt":"2023-03-15T08:00:55","slug":"happy-customers","status":"publish","type":"post","link":"https:\/\/pactuell.com\/en\/happy-customers\/","title":{"rendered":"Happy customers"},"content":{"rendered":"

It\u2019s some\u00adthing most of us are already familiar with in our private lives: After purchasing goods or services, we will get an email from the provider asking us to tell them, on a scale of 0 (\u201cvery unlikely\u201d) to 10 (\u201cvery likely\u201d), \u201cHow likely are you to recom\u00admend us to a friend or colleague?\u201d It may be just a quick click from us, but for the company it\u2019s a key indi\u00adcator of their customers\u2019 satis\u00adfac\u00adtion.<\/p>\n

<\/p>\n

That\u2019s why Uhlmann has also been using the so-called Net Promoter Score (NPS) since April 2021: On reaching certain mile\u00adstones in our inter\u00adac\u00adtions with customers, they will auto\u00admat\u00adi\u00adcally receive an email. And depending on their responses, they are sepa\u00adrated into three cate\u00adgories. Customers who click on the 9 or the 10 are \u201cPromoters\u201d. Those returning a score of 7 or 8 are clas\u00adsi\u00adfied as \u201cPassive\/Neutral,\u201d meaning satis\u00adfied but not enthu\u00adsi\u00adastic. And anyone who chooses a rating between 0 and 6 is consid\u00adered a \u201cDetractor\u201d: a dissat\u00adis\u00adfied customer who is hardly likely to buy anything from Uhlmann again. A company\u2019s NPS score is calcu\u00adlated from the differ\u00adence between Promoters and Detrac\u00adtors.<\/p>\n

<\/p>\n

\n

We use the NPS to make improve\u00adments.<\/p>\n

Stefan Schuler, Customer Complaint Manager<\/cite><\/p>\n<\/blockquote>\n

Our customers\u2019 opin\u00adions count<\/h3>\n

\u201cCustomer focus is about putting customer\u2019s opinion first! More\u00adover, our quality manage\u00adment certi\u00adfi\u00adca\u00adtion also includes providing a customer satis\u00adfac\u00adtion assess\u00adment.\u201d explains Stefan Schuler. The NPS is the key metrics for customer expe\u00adri\u00adence and loyalty and can range from minus 100 to plus 100. Currently, Uhlmann Pac-Systeme has an NPS score of 60. \u201cThat\u2019s good. But our next goal is to secure an NPS of 70 to 80,\u201d says Schuler. And to do this, he has to pick up the phone. That\u2019s because he\u2019s a Customer Complaint Manager, so he knows how to deal with customer issues. \u201cIt\u2019s not simply a ques\u00adtion of knowing our NPS score,\u201d he explains, \u201cwe also use it to make any neces\u00adsary improve\u00adments. If a customer gives us a rating of less than 7, I give them a call together with a member of the depart\u00adment that received the low score. We then ask them to explain the reasons for the poor rating and search for solu\u00adtions.\u201d <\/p>\n

It pays to have a thick skin in this job!<\/h3>\n

The feed\u00adback Schuler receives in the two to three meet\u00adings he has every
\nmonth is a mixed bag: \u201cSome people think there were too many contacts in the project, while others may be unhappy about tech\u00adnical issues. He doesn\u2019t need any special training to become a complaints manager, but he does need special skills: \u201cYou have to have a thick skin when you\u2019re solely dealing with complaints. You also need a good network within the company to find solu\u00adtions for dissat\u00adis\u00adfied customers \u2013 and a certain tenacity.\u201d<\/p>\n

However, for the NPS to make a real impact, you need everyone with customer contact on board. Currently, the rate of responses to the survey is between five and ten percent. \u201cIt could be better,\u201d says Schuler. So making customers aware of how much Uhlmann cares about their satis\u00adfac\u00adtion \u2013 and that a quick click helps improve their expe\u00adri\u00adence \u2013 can\u2019t hurt.<\/p>\n","protected":false},"excerpt":{"rendered":"

Every day, we all do our very best to make our customers happy. And to find out whether we are succeeding, we have the Net Promoter Score. Stefan Schuler, who is respon\u00adsible for the customer survey, explains why it some\u00adtimes helps to have a thick skin in this line of work. [\u2026]<\/p>\n

Read More\u2026 from Happy customers<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":2641,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"wp_typography_post_enhancements_disabled":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2628","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-pactuell"],"acf":[],"_links":{"self":[{"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/posts\/2628","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/comments?post=2628"}],"version-history":[{"count":7,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/posts\/2628\/revisions"}],"predecessor-version":[{"id":2754,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/posts\/2628\/revisions\/2754"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/media\/2641"}],"wp:attachment":[{"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/media?parent=2628"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/categories?post=2628"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pactuell.com\/en\/wp-json\/wp\/v2\/tags?post=2628"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}