Here's how we can help you get happier customers!

1. Process

Executing customer inquiries based on customer satisfaction measurement – NPS – Net Promoter Score

2. Task

Providing satisfying customer service. Find an explanation for why the company’s customers are so dissatisfied with the services provided.

3. Objectives

Optimizing NPS from -45 to + 25

4. Reasoning

4 different contact channels (mail, tlf.nr. mm.)
Inflexible customer service – lack of help from the company if the customer had not selected the correct channel
Nontransparent processes
Lack of customer understanding

5. Solution

Identify and optimize the 40 most critical “touchpoints” so it became much more customer-friendly
For each touchpoint, a project was carried out where employees were responsible for their own deliveries afterwards – NPS sub-target responsible
Consultancy support and sparring
Training of employees in data, value, customer and process tools (from LEAN Six Sigma Toolbox)
Goals and LEAN boards implementation
Preparation of corporate culture “customer in focus – the process at the center”

6. Result

NPS has been improved from -45 to + 18 over 16 months and is still increasing
In addition to moving the company’s NPS from -45 to + 18, the company also experienced that LSV Group with their presence gave the organization a common future culture.

7. What did LSV Group provide the customer with?

The company got better at measuring
They learned a new method – which worked
A good common process tool
A mindset in which the company was structurally focused
Common ground and a 360-degree focus
Data discipline
Good support and guidance

8. Side effects for the project

Better offers are now being developed for the customer
There is a greater level of cooperation and good atmosphere
The company has become better at process and to ensure quality
They have found that together, they are best

9. What the customer said about the choice of provider

LSV Group was a good choice, they were competent to teach, guide and implement the project.