Case Study: Utilitywise double Net Promoter Score in Three Months 471 Filed under - Archived Content, Case Studies, CustomerSure Utilitywise offers businesses a better way to buy and manage their energy and utility services. It’s a young, fast-growing company. Walking round the office, it feels busy and you get a strong sense that everyone is determined to do their best for customers, especially since their public listing sales growth is a key focus. But the team is experienced and they also know that only happy customers keep renewal rates high. They’ve embraced the Net Promoter Score methodology and they chose CustomerSure software to measure their performance and improve customer satisfaction. We interviewed Suzy Rand, Operations Manager. We have some unique technology and so far our consultants have helped over 27,000 small, medium and large businesses across all sectors to save time, effort and money. We manage their energy needs from procurement to account management. People like working at Utilitywise. It’s fast, friendly and energetic. We make utilities fun! What challenges were you facing? We’re growing fast, but in a competitive market we can only continue to grow if we retain customers and increase our renewal rates. That means we have to be top of the league in customer satisfaction. How did CustomerSure help? We chose CustomerSure because it was recommended to us. We weren’t using anything else previously and we got feedback up and running pretty much straight away. We’re an experienced team, and because we’re all experienced we know that keeping satisfaction high means: We have to collect feedback to make sure we understand what’s important to customers and how well we’re doing. We need to be proactive and move quickly if ever we receive a complaint. Above all, we have to act on the feedback we receive so that customers can see that we listen and that we care enough to take action on what they tell us. The customer comments that we receive are incredibly useful. They’ve helped us shape when, how and in what format we contact our customers, and how best to respond when they call us. We like the clear dashboards and we’re extending our use of the system to break out the data within teams as well as measuring our overall performance. Customer satisfaction continues to rise in all areas, since we introduced CustomerSure. What results have you achieved? We feel we’re much more proactive to customer needs. Our consultants take pride in getting good feedback and they find the comments are very helpful for personal development. We use Net Promoter Score to measure our progress, and in the first three months we increased our Net Promoter Score from 38 to 63. Customer satisfaction continues to rise in all areas since we introduced CustomerSure. What word or words sums up your experience of CustomerSure? Effective. What advice would you give someone about customer feedback? Have a clear idea of what you’re trying to achieve. Be aware of who you’re sending satisfaction surveys to and see it from their point of view. Don’t overload the customer with questions as it becomes tedious and overwhelming. This case study has been re-published by kind permission of CustomerSure– View the original post Author: Robyn Coppell Published On: 23rd Feb 2018 - Last modified: 26th Feb 2019 Read more about - Archived Content, Case Studies, CustomerSure Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter Editor's Pick How to Improve Forecast Accuracy 5 Things Creative Leaders Do Differently 16 Ways to Reduce AHT – Without Damaging the Customer Experience Call Volumes Up? Here’s What You Can Do About It Latest Resources Guide: Work From Home vs Return To Office White Paper: How to Operationalise AI Workflows in the Contact Centre Upcoming Events Advancing CX With GenAI-Powered Innovation – Webinar Tue 02 Apr 2024 Introducing EnghouseAI – Practical AI for Smarter CX – Webinar Thu 04 Apr 2024 Latest Insights 29% Leverage the Same Vendor for Both CCaaS and UCaaS QA Dashboards & Analytics: Insights & Trend Analysis Featured Articles 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service The Key Elements of a CX Lifecycle and Ways to Improve It What is Attrition Rate and How to Calculate It The Top 10 Call-Closing Statement Examples Popular Pages The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day The Top 50 Words to Describe Yourself on Your CV in 2024 Contact Centre Dashboard Excel Template Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service? Popular in Category The Threat of Voice Ageing in Voice Biometrics Security How to Activate the Agent of the AI-Fueled Future – Webinar