After Sales:
Customer satisfaction

„Customer orientation for continuous quality improve­ment.“

Andreas Ackermann
Senior Account Manager, Sell Action GmbH (Axivas Joint Venture)

Initial Situation

„We provide IT support for a spare part management system which is implemented at one of the leading automotive companies. The users utilise various modules of the system in varying degrees of intensity. How can the efficiency and user satisfaction be systematically measured? “ (Quote customer)

Our client, an international IT company, would like transparency regarding user satisfaction to services provided. Here it is not just about the generation of information for the continuous improvement of their own quality but also about the renewal of a framework contract in a multi-digit million range. For this reason the client appointed Axivas to conduct a professional and objective online survey worldwide.

Customer
International IT Group
Products & Services
Software, Services, Hardware, Solutions
  • Location: Worldwide
  • Project rollout: Germany
  • Employees: 10.000+
  • Stock exchange listed: Yes
  • Axivas services: Customer satisfaction survey

Challenge

The challenge is the implementation of a multilingual, international customer satisfaction survey, the objective to make transparent and to measurably illustrate the quality of the rendered support by at least 50% of the users.

The results are crucial for the extension of the framework contract in the multi-digit million range, between our client and the automobile manufacturer.

Before campaign begin, no statement can be made as to how many of the respondents have already drawn upon the support services of our client.

Implementation

Implemen­tation

Target groups: Customers of a leading automotive group, worldwide.

Project planning

  • Joint workshop with our customers’ responsible sales persons to determine target definition
  • As part of the project management a two-stage procedure is determined. First of all users are required to process an online questionnaire. After that all participants are contacted per telephone with the aim of obtaining at least 50 % completed questionnaires
  • Joint development of questionnaire structure
  • Programming of complex, multilingual online questionnaires through Axivas

Project implementation

  • Worldwide over 350 employees from various job positions were surveyed
  • Processing of additional information in the context of a complaint management
  • Adoption of additional measures to serve target achievement (e.g. telephone interviews or a direct approach from team leaders)
  • Establishment of a regular standard reporting
Results

Results

  • Professional, high quality, user satisfaction measuring
  • Through the two-stage procedure (online questionnaire and follow up call) the defined target quota of 50% was reached in the scheduled period of 3 weeks
  • The users enjoyed taking part in the campaign and understood the interview as being an additional support service
  • By means of the campaign implementation it could be determined that the quality of the IT support is perceived as above average, thus resulting in an extension of the framework contract
  • The feedback received from users contributed to the positive development of services

Benefit aspects for the customer

  • Fast and timely implementation in a given time period
  • More customer proximity through the enhancement of quality in customer communication
  • A comprehensive quality assurance system provides for a double or three-way check at critical project stages
  • The longstanding customer relationship as well as the technical know how of Axivas ensures a high quality implementation
  • For our customer, the high level of user satisfaction led to a repeat order
Summary

Summary

„More quality through customer proximity and a won repeat order on top.“