Experian Success Snapshot
“We’ve seen that in times of great turmoil, clients appreciate exceptional service and a focus on meeting their needs. So as a company, we see a clear connection between improving NPS and driving desired behaviors (repurchase, willingness to try new products, and increased wallet share) resulting in industry-leading operating performance illustrated by increased revenues.”
– Kerry Williams, Group President
Credit Services and Decision Analytics
Delivering an Award Winning Voice of the Customer Program
Experian is the global leader in consumer and business credit reporting.
Challenges
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Create a Seamless Customer Experience: Restructure the organization to create a single point of interaction for customers.
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Differentiate from Competitors: During the economic downturn, establish a competitive advantage through their focus on customers.
Results
Experian leveraged Satmetrix and Net Promoter to build a world-class customer experience program. The company won the 2009 Forrester Research Voice Of The Customer Award, which recognizes companies that are dramatically improving how they collect, interpret and react to customer feedback.
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Increased NPS: Despite unprecedented conditions in the financial services industry, the organization’s Net Promoter Score more than doubled in four years.
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Competitive Advantage: On key loyalty drivers, they outpaced the competition by at least one full point on a 10-point scale.
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Technology
Expertise
Results