A successful German wholesaler drives business through Net Promoter implementation. With an already strong product line, the company implemented Net Promoter to improve customer service and strengthen ties with their customers.
W. & L. Jordan GMBH, with over 50 stores across Europe has been around since 1919 and promotes themselves as a customer centric organisation. The organisation sought the services of CustomerGauge in order to implement the Net Promoter to improve business through a customer feedback program which can be effectively measured.
Embedding the Net Promoter program can provide many advantages as Jordan discovered:
- Fast, responsive and simple to understand
- Scores allows for benchmarking and feedback
- Reports and analysis are automatically generated through Net Promoter software solutions company, CustomerGauge.
The Net Promoter provided the company with the necessary information to identify areas of concern and make the vital changes to its business and operations; strengthening their relationships with customers. Jordan was able to develop procedures to effectively manage and respond to any issues that may arise.
After a series of Net Promoter surveys, Jordan identified key issues which were concerning customers and effectively take the appropriate steps and actions to rectify these issues responsively. In doing so, Jordan was able to increase its Net Promoter Score from +29 to +38.
Jordan will be able to use the Net Promoter as a benchmark on performance; comparing against previous performances, performances of other companies and industries. Jordan, through the Net Promoter is able to strive for continual development and improvement.
How has the Net Promoter benefitted your business? Let us know your thoughts below.
Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about 
From the outside looking in Australia and The United States look very similar. We speak, to all intents and purposes, the same language, we watch the same television shows, enjoy the same music, etc. But anyone who has ever swapped countries and lived on the other side knows that deep down the culture and outlook of both countries are deeply and substantially different.
In a home kitchen in the early 1830’s a, then unknown, inventor saw potential in the milky sap from the Indian rubber tree. Surely, he thought, there must be a way to make the sticky substance more useful.
Almost everyone who has presented negative 
Turning customer feedback into action is difficult. Sure some responses are easy to fix but once those ones are done, it gets hard. 
Implementing a distinct service recovery process (we call it the 
On occasion I speak to people who have tried the 
At the recent 