Net Promoter Score (NPS) survey for international laboratory services provider

Client description

  • Utilities PLC provider with global operations.

Project objectives

  • To measure Net Promoter Score and customer service ratings across all global operations.
  • To track changes in service performance as a result of new initiatives.
  • To provide a key performance indicator across a range of international businesses.

How we met the objectives

  • Monthly interviewing and reporting across 16 different offices worldwide. Most offices were surveyed on a 6 monthly basis.
  • Language requirements included Spanish, Italian and Japanese.
  • Developed a master questionnaire with the option for site specific questions to allow for global and local analysis.

Benefits for the client

  • Provided regular reporting on progress of customer service initiatives.
  • Compared performance across client’s international operations  to help identify learning points.