Metso Builds Its CX Success by Focusing on Program Maturity
Metso Builds Its CX Success by Focusing on Program Maturity
4 PagesCase Study CUSTOMER PROFILE: Industrial Machinery LOCATIONS: Global NICE SOLUTIONS: NICE Satmetrix THE IMPACT: • Grew from no formal customer feedback solution to a company-wide program with >200 stakeholders in 18 months • 70% of repeat responders remained Promoters • 13% of repeat responders moved from Detractor to Promoter • YoY Net Promoter Score ® (NPS ® ) increases • Significant revenue and NPS growth resulted from increased focus on customer experience BUSINESS NEEDS: • A standard method to measure customer loyalty and satisfaction • The ability to quickly respond to issues and improve the way customers are served • Drive the CX program maturity through employee engagement throughout the organization WEBSITE: www.metso.com Metso Builds Its CX Success by Focusing
