Everything The City Bin Co. does
is customer-centric. Decisions are taken with the customer in mind and systems
are designed to
facilitate great customer service Customer feedback is communicated across
the company from the CEO to the staff on the trucks who empty the bins. That's why
we need a method for systematically measuring customer satisfaction and benchmarking ourselves against
other companies. After looking at various options and running annual
satisfaction surveys, it was decided that we would start using the Net Promoter Score to
measure, analyse and drive service improvements on
a continuous basis.
The Net Promoter system is a
management philosophy, a way of running a business. As a Net Promoter company
we are committed to specific processes and systems that help The City Bin Co. focus on
earning the loyalty of both our customers and employees. Loyal, passionate
customers use our excellent service longer, contribute with valuable suggestions and share favourable comments with family,
friends and colleagues. Loyal, passionate employees love
working here, come up with new ideas and regularly go the extra mile to delight
our customers. The Net Promoter Score allows us to measures loyalty and drive change across the
company. However, implementing a Net
Promoter system isn’t easy. It is a continuous process that requires commitment. The
Net Promoter approach defines the cultural values that affect every aspect of a
company’s business system and competitive strategy.
At The City Bin Co. you will find an
in-house Net Promoter Certified Associate who manages the system and constantly
analyses customers feedback. Detractors (those who answer 6 or less to the
Question: How likely are you to recommend The City Bin Co. to a
neighbour, friend or colleague?) are contacted within 48 hours and the reason
why that customer rated us low is addressed on the
spot. Special attention is also given to passive customers (those who rate us 7 or 8)
and we are constantly looking for
clues in their answers that would
help us improve the service so they will experience an improvement
in the service.
The power of NPS is not based on how
high you scored on your first NPS survey, but on the subsequent impact it has
on employees becoming focused on improving the score. An
increase in NPS score
means you are getting more referrals and higher customer satisfaction. And that is a massive motivational factor. The City
Bin Co. surveys a sample of customers monthly so we can continually address any issues and improve the
company’s processes to deliver a better service. After surveying over 12,500
customers in the last year, The City Bin Co. has an NPS score of 65 which
places us among the top companies who focus on customer loyalty.

Our efforts
haven't gone unnoticed. The organizers of the
Annual EMEA Net
Promoter Customer Experience Conference invited Gene Browne, CEO of The
City Bin Co., to speak and share his experience with
the European community of Net Promoters.The conference will take
place in London this June.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix
Systems, Inc., Bain & Company, and Fred Reichheld.
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