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Key Performance Indicators
Key Performance Indicators
Case Study: Key Performance Indicators
Challenges
- Creating true CX KPI’s
- Acceptance and adoption of the KPI’s
- Aligning the KPI’s within EMEA
Outcome
- Improvement in customer experience – NPS increase
- Improvement across EMEA in answering calls within 3 rings; average from 95.85% to 98.66%
- Improvement across EMEA in order-backlog; average from 4% to 0%
- Improved data quality across EMEA – orders on hold
- Identification of process improvements: customer feedback, new planning process, approval process, implement track and trace
- Increased customer loyalty
Our mission is to help businesses to create more fulfilling customer experiences that nurtures the wellbeing and sustainability of people, customers and the planet.
Lynn Zandvoort
Co-Founder & Director
Objectives
- Large multi-national business had no mechanism to capture true customer experience KPI's and understand the impact of "what gets measured gets done". Within the CX teams there was a fear of the use of KPI's and no real understanding of how they could benefit the CX teams and the organisation.
Solution
- Through extensive due diligence and discovery sessions we identified what needed to be looked at.
- The problems we wanted to solve, and how to measure the progress.
- What the success criteria would be and what actions we should take to get it on track.
- A weekly KPI meeting to go through the findings and leverage experience and solutions from the different teams around EMEA.
OUTCOME
- Business was able to start to baseline their performance which in turn rolled back into continuous improvement ideas.
- Cross functional visibility of the performance in real time to better serve the customers
- Improvement in service performance once they started to understand the issues and therefore the root causes.
- Identification of process improvements such as customer feedback, a new planning process, the approval process and the implementation of track and trace.