“Gaining our customers’ feedback on our service is important to us, but since we’re currently undergoing a reorganisation please get back to us in six months time.”
This is one of the most common responses heard by Bright from customers looking to start measuring customer satisfaction. Many have the will, but are nonetheless reluctant to carry out the process at the same time as internal changes are in progress. However, SPP’s Customer Centre provides the exception which proves the rule that it’s always important to measure customer feedback. SPP began to use Bright Navigator the moment its extensive restructuring programme was a fact. Join SPP Manager Mathias Norderstål as he outlines how the transition took place.
Get the answers to:
- How SPP dared to measure customer satisfaction from day one – not after a reorganization
- Which key performance indicators and other metrics parameters SPP have focus on
- How SPP work with Bright Navigator on a day-to-day basis
- How to create a customer centre with a high status
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