Some companies just never stop trying to improve. Netezza's Technical Operations Department had a customer satisfaction score of 99%. The director, John Forrest, wasn't satisfied and embraced Net Promoter® as a way to improve even further. Net Promoter is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth. It holds companies and employees accountable for customer service and opens the door to customer-centric change and improved performance. John's goal was a 5% improvement in the Net Promoter score.
To support this initiative, Netezza turned to the Service and Support Professionals Association (SSPA) and Impact Learning Systems for help. Netezza technicians were first trained in Getting to the Heart of Technical Support™ in order to develop a strong base of communication skills. To improve their technical troubleshooting skills, they then completed Diagnostic Troubleshooting™. A CSP-I certification exam granted them industry recognition through the SSPA.
And here's the great news! Netezza showed a 7.9% improvement in their Net Promoter score, exceeding their goal of 5% improvement. Netezza also received the SSPA STAR Award for "Best Use of Metrics and Business Intelligence."
Congratulations to John and his entire department!