How Scott Smith Drives Customer Focus with NPX Dashboards
Building Promoters at RagingWire Data Centers
loyalty, it also fuels our client centric culture. From a systems perspective, when we
invest in continually improving the client journey, we reinforce our other business
objectives.”
-Scott Smith, Senior Manager, RagingWire
If 97% of your customers were satisfied with your organization, would you rock the boat by introducing another measure of the customer experience? If you’re like RagingWire Data Centers, with an eye on ensuring that growth remains profitable and scalable, the answer would be “yes.”
Despite high satisfaction scores, RagingWire knew it needed a more comprehensive
approach to measuring and managing the customer experience, especially as it
continued to roll out more of its high-availability data centers. To gather and act on
customer feedback strategically and proactively, RagingWire implemented an
enterprise-wide customer loyalty initiative using Net Promoter Score (NPS) as the
key metric.
Today, quarterly relationship surveys and transactional surveys combine to paint a
complete picture of the customer experience.
When it comes to maintaining a focus on customer feedback, visualization is a
powerful tool. Taking advantage of NICE Satmetrix NPX software’s ability to categorize
issues, the company plots a wide range of data on dashboards accessed regularly by
employees in a range of roles. The dashboards track statistics and insights that
include survey response rates, NPS scores over time, NPS designations over time,
scores for individual project and account managers, and the issues about which
customers are commenting. Additional reports look at revenue at risk and top
clients.
Based on customer feedback, RagingWire has made a range of improvements, from
streamlining and updating facilities to upgrading the customer portal that customers use to access their data and storage environment.
Regular review of customer experience insights and Net Promoter data keep the
company aligned around customer needs, and ensure that resources are available
for continuous improvements and innovations.
