Measuring customer service performance and net promoter score for a multinational laboratory organisation

Client description

  • Major provider of environmental and laboratory services.

Project objectives

  • To measure client’s service performance for all parts of the business.
  • To track changes in performance changes over time.

How we met the objectives

  • Regular quarterly interview and reporting programmes covering a sample of 20 – 30 customers each round of interviews. We have been working with this client for over 10 years.
  • Results presented both in verbatim form and standardised Excel spreadsheet to allow full data interrogation.

Benefits for the client

  • Compared sites’ service performance and identified key learning points.
  • Measured the impact of initiatives to improve service levels.
  • Used qualitative feedback to solve specific service issues.