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.
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