There are many ways to grow a company. You can acquire the growth through more marketing, more salespeople, agressive pricing, acquisition of other companies etc. or you can grow a company through making customers so delighted by our products and services that they recommend us to friends and collegues.
The long term growth occurs because customers love to do business with us and tell about us. Our mission is to enrich the business life of our customers and employees and we shall never diminish the life of our customers and employees. As loyal and satisfied customers make our business faster growing and more profitable, leaders want customers to be happy.
The challenge is how to know what customers feel and think about us. We need to establish accountability on customer satisfaction. Customer satisfaction shall be a part of the reporting of all Visma companies just like financial reporting. We need to benchmark ourself within Visma and with the market leaders on customer satisfaction. We need one single number reported per company or customer-segment.
The data-collection and calculation shall be done according to industry standard procedures to facilitate bench-marking, within Visma and externally.
This number is call Net Promoter Score, NPS. We shall ask our customers: “On a scale from 0-10, how likely is it that you would recommend the products and services of Visma to a friend or colleague?” Those who answer 9 and 10 are called promoters, those who score 0 to 6 are called detractors.
NPS = % promoters – % detractors
In the coming weeks we will come back with more information about implmenting NPS research, what to do with the data we collect and how to steady improve NPS and customer satisfaction.
Øystein Moan
CEO
Visma
Hi,
I’m one of the newest members of the Visma-family as a part of Customer Service at Mamut and just wanted to say it’s great to see this kind of focus on making our customers happy from the top of the chain! With a mission statement so in sync with my own makes it easy to commit, looking forward to great NPS scores for a long time to come!
Thanks for a great post,
Filip
Thank you for sharing this, Øystein.
I am happy to hear that you now will implement NPS, and put further focus into building good customer experiences in order to increase the customer satisfaction throughout the Visma organisation. I think the world of business is changing now in the sense that people are placing more and more emphasis on their experience as a customer or consumer. We are in the experience economy; the customers expect more, and they will switch more, and tell more, if they have a negative experience with a company. They won’t necessarily tell us, though. They’ll tell others via various social media – which can be veritable weapons of mass destruction in the hands of a disgruntled customer (as numerous examples have shown us).
I did a blog post on the topic earlier this year, if you want to read more about my thoughts on why we should care about feedback management http://www.friendsoffeedback.com/enterprise-feedback-management-why-should-you-care/
We look forward to read more in the coming weeks about both the phase of implementing the NPS, how you follow up with the collected data and how this improve the customer satisfaction and business in general.
Good luck with creating great customer experiences!
Br,
Ivar Kroghrud
CEO QuestBack