39% of customers stopped visiting or reduced their spending when basic needs aren’t delivered
We know that the best and proven way to outperform competition, and take the lead, in any marketplace is to consistently meet customers’ basic needs. That’s what long term successful companies do. And we can help you do the same too. We’ve fused decades of deep customer expertise with the latest Artificial Intelligence to create a unique SaaS approach. Our fusion of customer expertise and AI software identifies how well (or not) you are meeting, and continue to meet, your customers’ basic needs.
NPS is a good metric. Many companies focus a lot of energy and resource behind this single measure. NPS produces a single figure. However, as it’s optional to analyse the verbatim feedback, we’ve seen that this frequently leads to an over-reliance on the score alone. Leading to companies missing what their customers are actually saying.
Based entirely on what your customers actually say their needs are from you, NetCNS automatically gives you just one number that focuses on the day-to-day operations of the business. NetCNS score is simply the number of Customer Needs met, less the number of Customer Needs not met. Our approach, along with NetCNS, doesn’t replace NPS. In fact, it complements NPS.
The best way to outperform your competition and take the lead in any marketplace is to meet your customers’ needs
Companies with high customer satisfaction
Companies with low customer satisfaction
Argos is a successful national retailer with over 800 branches, multiple branch formats, and in excess of 35k staff.
In essence, what iCustomer has helped us do is to allow everyone at Argos to be brilliant with customers.
Retail Director, Sainsbury Argos
A period of declining revenues and profits, alongside increasing competitive pressures, challenged the Argos leadership team to take a deeper dive into day-to-day operations and the customer experience delivery.
Argos had previously run a number of initiatives to address but none had been sustained, were overly complex and were not resonating with front-line staff.
iCustomer helped Argos to identify, prioritise and action, the most important customer basic needs that their teams were not delivering day in day. By addressing these priority areas, we created a sustainable and impactful plan of action.
Alongside the adoption of simpler customer language within the business, a front-line colleague training programme was also developed. “The Difference Is You” is now in its 3rd year of deployment.
An average 5 additional transactions per day per branch, leading to a significant increase in revenue for the business as well as overall customer satisfaction.
More generally, since we began our involvement, Argos has seen a sustained reversal of their revenue decline and has been acquired by Sainsbury.