2017 / 2018
Help us give firm shape to our customer delight strategy, by implementing the KSM factory customer satisfaction method in such a way that we can take control of our customers’ and candidates’ satisfaction, allowing us to grow to an 8+ and move the entire organization into a more customer- and human centric mindset.
As always, we began by defining the main customer journey and then defining the detailed customer journeys for each step along the way. This formed the basis for the questionnaires, which were conducted and smart statistics applied in order to precisely determine the top 10 drivers of satisfaction. We have rolled these measurements out across all divisions in Belgium, empowered the Customer Delight Angels in the entire organisation and facilitated data driven insights for leadership on the change toward more customer and human centricity. With a substantial increase in C-SAT, NPS and revenue as a result. Other countries heard about this approach and are also implementing it. And so a sustainable method and requisite change of mindset is established for the years to come.
Increase in c-sat in several steps of the journey, increase in c-sat and NPS overall, increase in financial results.
“With this methodology I’m able to fulfill my goal to improve both the functional ánd emotional experience in our candidate, customer and employee journeys. Our consultants now know exactly where to make the difference for their candidates and clients. This gives them a great energy boost and even more purpose. It brings Randstad measurable results in increased satisfaction, NPS and profitability. After the start in Belgium, we are now in the middle of a global rollout.” – Caroline De Roose, Customer Experience Director Randstad Belgium and Productowner Global rollout Customer Delight
