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CustomerGauge Certified Partner · 20+ years CX and NPS consulting
Genroe Net Promoter Score Case Studies
AccessPay Lifts NPS from 15 to 53 in 2 Years
AccessPay is part of the listed company SmartGroup.
Through consistent focus, individual and team action AccessPay improved their customer experience over a period of two years and in the process lifted NPS from 15 to 53 and reduced costs.
Zip Water UK Lifts NPS from +2 to +73
Zip Water UK is a part of global organisation Culligan Water.
In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers.
CyberCX's Successful CX Program with NPS
In this case study, Tom Allan (COO) and Anita Chai (NPS Program Manager) at CyberCX share insights on how they successfully launched a robust, valuable, and profitable customer experience (CX) program using NPS (Net Promoter Score) and CustomerGauge.
Read the CyberCX case study10+ Years of Practical Experience
Genroe Net Promoter Score consultants have helped dozens of organisations to set up and run this business changing approach.
We have a wealth of best practice experience and tools and team these skills with a range of tested and proven roll-out methodologies to maximise success.
See our extensive collection of Net Promoter® articles and best practice posts or specific services below.
NPS Implementation and Change Management
Genroe’s proven best practice NPS implementation process lowers risk and speeds time to value creation
Implementation is not just adding the NPS question to your existing survey.
Your organisation must be ready to receive and act on the information as well.
Genroe has developed and fine tuned our Best Practice Net Promoter Score Implementation process with dozens of large and small, B2B and B2C organisations.
The process includes a detailed rollout program and co-design workshops to deliver not just a new KPIs but also the change management needed to drive business improvement.
CustomerGauge NPS Management Software
CustomerGauge is an end to end, integrated, monetised Net Promoter Score system for data collection, reporting, analysis and action.
- Start saving unhappy customers within hours of using CustomerGauge.
- Uncover actionable customer loyalty insights within days of using CustomerGauge.
- Generate deep understanding of customer loyalty drivers within weeks of using CustomerGauge.
If you want to use the Net Promoter Score process to drive customer loyalty in your organisation, CustomerGauge is a proven, fast and effective way to make it happen.
Genroe is a value added reseller of CustomerGauge.
High Value Business to Business (B2B) Net Promoter
Often in a business to business context the depth and complexity of the customer relationship requires more than an email survey.
The Genroe High Value B2B Customer Feedback Process incorporates Net Promoter approaches in a multi-layered approach that includes face to face and telephone surveys to deeply understand customer drivers.
NPS Program Review and Diagnostic
If your NPS® isn’t improving: change your approach
There are systems, skills and approaches that organisations must use to be successful when implementing Net Promoter. If those systems, skills and approaches have not been implemented the chance for success is low.
The trick, of course, is to understand clearly what the successful companies are doing so you can copy their approach.
Genroe have been helping customers to implement Net Promoter programs for 10+ years. We have seen what works and what doesn’t right up close.
We’ve researched how the best companies, locally and around the world, operate.
The NPS Program Review and Diagnostic pulls all that knowledge together.
It clearly shows you the gaps between your approach and the best practice. It also tells you how to close those gaps.
It’s a roadmap to success.
Net Promoter Benchmarks and Benchmarking
Organisations often want to know “what is a good Net Promoter Score” or more specifically “is my NPS good”?
There are many good reasons to be wary of external NPS benchmark data but sometimes it is needed.
Genroe offer a range of company benchmarking services that enable clients to compares their scores with relevant and effective external Net Promoter benchmarks.
Root Cause Analysis and Action Training
Turning customer feedback into action is difficult.
Sure some responses are easy to fix but once they are done, it gets hard.
By taking just the critical tools, and coaching your team in their use, you can be making dramatic improvements in your business in just 3 weeks.
The secret is to focus on root cause analysis and action planning so you can start improving your business quickly.
“Absolutely have loved working with Genroe & the CustomerGauge team. They have been very supportive, above and beyond compared to any other business I have ever worked with”
— David Schekoske, Iron Mountain“One of the Managing Directors, who is in his late 50s, said when we put CustomerGauge in his business: it’s the single most transformational thing he’s ever seen in his 30 years in leadership.”
— Jeff McLean, Grays“If you are passionate about delivering a best in class customer experience then unreservedly, I recommend you partner with Genroe and CustomerGauge.”
— Peter Perla, SumoSend us a message
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