- World’s biggest brands showcase business improvements by implementing Net Promoter as a discipline
- Record attendance for European Net Promoter Conference – conference grows year on year despite global downturn
- Proof of C-Level adoption and the benefits of becoming customer centric in a recession
- Presentations, case studies, press releases, images, blogs and podcasts all available
London — 30 June 2009 — Satmetrix, the Net Promoter® Company and the leader in customer experience programmes, held its third annual Net Promoter Conference in London this month. Nearly 200 senior executives attended from all corners of the globe. Brands such as Lenovo, Virgin Media, Orange, ING, Misys, Philips and Bupa International were in attendance and presented successful case studies to the captive audience.
Record improvement in NPS for Virgin Media
Neil Berkett, CEO, Virgin Media presented the case study (available for download) that has transformed the business by connecting employees to direct customer feedback. In fact, with the Satmetrix solutions, Virgin Media collects over 1000 responses every day and has just passed the 500,000 milestone in its drive to become completely customer-centric.
By establishing this framework, Virgin Media has been able to rapidly identify the root causes of loyalty and customer churn. And by being able to deploy changes to the most important touch points in the eyes of the customer, Virgin Media has achieved rapid improvements in NPS and customer churn has been reduced by 20% from 1.5% to 1.2% in one year — a record low.
Neil Berkett, chief executive officer, Virgin Media commented, “Every level of our organisation has embraced NPS. The first step in aligning the organisation around Net Promoter is to achieve real buy-in from key influencers within the company. I’ve been out in the field and have seen NPS on walls and in call centres. I’ve spoken with team leaders about their use of NPS and see that it is being driven right through to the engineer level. There is not a day that goes by where NPS is not used in some conversation I hear.”
Answering the Ultimate Question
Richard Owen, CEO, Satmetrix and co-author of Answering the Ultimate Question opened up the conference by highlighting his ‘Ten Lessons of Net Promoter’. Each session was interactive with plenty of best practice lessons being shared by speakers and audience alike. The business improvements showcased by the speakers show that these lessons are being learnt by smart companies around the world. Best practices and lessons that can be seen in greater detail in our presentations, blogs and case studies from the conference for download on the right hand side.
Certification course sold out
To further demonstrate how organisations are embracing the Net Promoter Operating Model, the certification course held ahead of the conference was sold out.
Martin Green, VP EMEA, Satmetrix commented, “The Net Promoter Conference gets better every year as more success stories are shared with the wider Net Promoter community. We are seeing a real cultural shift in its adoption, from a customer loyalty metric to a business improvement discipline embraced by the boardroom, the management team and frontline staff. We’re already looking forward to the successes that will be shared at next year’s conference.”
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About Satmetrix
Satmetrix, the Net Promoter Company, delivers customer experience programmes that increase retention, repurchase and referrals. We are the only company to combine innovative technology and proven expertise to mobilise your organisation to act on customer feedback at every touch point. While most programmes focus on measuring satisfaction levels, Satmetrix focuses on creating customer loyalty by delivering real-time customer information to every employee, developing business processes that create a differentiated customer experience, and identifying key areas for improvement. Some of Satmetrix global clients include Experian, Orange Business Services, Symantec, and Virgin Media. In addition to more than 700 enterprise deployments in 40 languages, we offer a range of services for Net Promoter professionals and maintain the online community, netpromoter.com. For more information, visit www.satmetrix.com, or call 1-650-227-8300, 1-888-800-2313 in the US or +44 (0) 845-371-1040 in the UK and Europe.
Satmetrix and the Satmetrix logo are registered trademarks of Satmetrix Systems, Inc.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.