To continuously improve, we need to listen to our customers. We do this by gathering their feedback. We used to do this once a year, but now we do it at regular intervals, including through feedback calls.
These so-called NPS calls take the form of structured short interviews and provide us with valuable insights into what is going well and what we can improve. They also determine our customers’ willingness to recommend us.
You can also find more background information on our new customer feedback system and an example of an NPS call on VIBES!
In this video interview, Tatjana Wizke, Customer Centricity Manager, and Jonas Anielski, Head of Operational Excellence & Improvement, explain how the first of these feedback calls went, what results they delivered and what all this has to do with our FOCUS strategy:
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