Clients Discuss Working with Genroe
Iron Mountain (Formerly Recall)
Vice President, Sales Marketing and CARE, Australia
Not only from the start but all the way through the actual process of rolling it out [Genroe] has been with us throughout the actual journey and [Genroe] has given us expert guidance. Told us where we are going wrong and educated us on the best way of delivering the process throughout the business. I can safely say that there is no way that we would have delivered the process without Genroe.
Wolters Kluwer Asia Pacific
So I came across Genroe about 6 months before I joined Wolters Kluwer. I meet up with Adam and I guess from that point all the way through to now, five and a half years later I have been impressed with the pragmatic approach of Genroe.
A combination of street smarts as well as just an academic understanding of what NPS is all about. Genroe are passionate about it. They live and breathe it and they can share case studies. We have learnt along the way. We think we have also shared some of our learnings back with Genroe.
I think it’s that pragmatic approach. Being able to be flexible and working with a product like CustomerGauge and helping to fine tune that into an organisation like ours. So rather than one model fits all, really tailoring it to make sure that we got the best out of the program and continue to learn along the way.
We’ve been operating this system for a couple of years now and Genroe is always checking in, providing us with refinements to what’s going on and any time we want to get more out of the system they are always willing to come in and understand what we want and help. It’s not one and done. They stay there, they understand the business and then we get the benefit of all of their experience and they are specialist. So that’s what we like.
Every change that we want, or any idea that we have, we can talk to Genroe and they will make it happen or do something to make it happen to the same effect. I think that’s the most amazing thing, that we have that real-time feedback. We can just shoot them an email and we get a response back with, “Yes, we can do it,” or, “No, we can’t, but here’s an alternative.” That’s enabled us to be able to succeed in the way we have, by having that support.”
Customer Experience Manager
Case Study: nib health fund’s Successful Net Promoter Score Implementation
Over the last 12 months, Genroe has been privileged to work with nib health funds (one of Australia’s fastest growing health funds) to help them evolve their Net Promoter Score processes. In that time, we helped them implement CustomerGauge, an end to end, integrated, Net Promoter Score data collection, reporting, analysis and action system.
We first began working with Genroe to streamline and refine our Net Promoter Score program. We had long lead times to make any changes internally to our survey design that proved difficult when we were still in the process of learning, we needed to be able to make changes as we learned more and wanted to implement new ideas. I can not promote Genroe enough, they have gone above and beyond in helping us and have delivered a flexibility to our program that really suits out needs.
I’m pleased to say we are now running smoothly with our Net Promoter Score program and are continually developing retention initiatives.
Genroe, has added value to our business by truly seeking to understand our needs and providing us with tangible practical solutions – always! I would not hesitate to recommend Genroe to anyone. Genroe is always available to discuss new ideas and always considers which alternative would suit us best.
then Customer and Market Insights Manager
nib Health Funds
Case Study: Wolters Kluwer Asia Pacific and Customer Gauge
Wolters Kluwer Asia Pacific, a publisher that focuses on legal, accounting, and healthcare sectors, first implemented Transactional Net Promoter Surveys in mid-2011. A year on, Net Promoter is transforming the way the company does business, and having a positive impact on employee interactions, customer satisfaction, and product development.
This case study shows how the process evolved.
“Wolters Kluwer brought Genroe into the organisation to deliver on a requirement to connect with customers more closely and frequently; we chose to implement transactional NPS. In this process Genroe offered a level of expertise and best practice in NPS implementation, providing clear business insights and excellent project management. With the initial project delivery we obtained clear and detailed customer information on a scale previously unobtainable in our organisation.
I would recommend Genroe based on both the success of our NPS project and the professionalism in which it was conducted. They have provided a sound platform for Wolters Kluwer to develop a world class customer experience program, the project is already delivering results and we fully expect this to continue into the future.”
Wolters Kluwer Asia Pacific NPS Project Lead
Chief Strategy Officer
We obviously went through the process trying to evaluate the various competing vendors to provide the services. We liked Genroe because we felt the approach was right for us. We felt it was a good match culturally between the two organisations. And we felt they knew what they were talking about.
And so it very much comes down to the individuals that you work with. We had a very engaging process. We got the outcomes we were looking for. We got implemented very quickly. And the relationship has continued over the last 12 months, to ensure that we keep being sort of pushed and prodded to learn more about our client loyalty, and to drive change. So, for me, it’s around the continued relationship and drive to improve our client loyalty, and just the sheer knowledge and experience in the Genroe team.”
NCI (National Computational Infrastructure)
NCI (National Computational Infrastructure), and its antecedent APAC, have used Genroe on a regular basis over the past decade to monitor the satisfaction of the Australian computational research community with the high-end computing services and facilities that we offer. Most recently, in 2010, Genroe, in addition to undertaking the customer satisfaction survey, also assisted us with surveying our user base for feedback on planned and potential new services.
We could not have been happier with the service that Genroe provided. The advice and the service was first class, and Adam Ramshaw went out of his way to guide our thinking, to suggest various alternative in seeking the input and feedback that we sought, and to ensure that we were comfortable with, and understood every aspect of, the process. We were delighted with the outcomes, the comprehensiveness of the report, and also its balance. We will be certainly using Genroe’s services on future occasions.
Prof Lindsay Botten
National Computational Infrastructure
Within days of implementing CustomerGauge we began uncovering our areas of strength and opportunities to improve our services to customers. The continuous stream of customer feedback combined with the reporting and analysis tools provided by CustomerGauge allow us to take action quickly and accurately to deliver what our customers want when they want it.
then General Manager – Sales and Operations
City of Ryde
Adam Ramshaw from Genroe was engaged by the City of Ryde to survey customer satisfaction levels of our new Ryde Planning and Business Centre. Adam has consistently provided us with a high level of expertise and excellent customer service. Whenever we have required assistance with the development of urgent reports, Adam’s response has always been prompt and extremely professional. Reports produced by Genroe are of superior quality enabling the business to critically analyse its position to ensure decision making is sound and based on best practice data. I have no hesitation recommending Genroe to other business colleagues.
Manager Customer Service
City of Ryde