Sony Europe Success Snapshot

“Until we implemented the Satmetrix Net Promoter programme, we had a very fragmented view of the customer experience. Now we look at it from the point of view of a complete customer journey. This has allowed employees across functions to understand the impact of their behaviour on the customer experience — and ultimately the recommendability of our products and services.”

– Rachel Waite
General Manager, Marketing Strategy Office

A Focus on the Customer Experience Increases Loyalty for Sony Europe

Sony is a leading global provider of audio, video, communications, and information technology products
for consumers and professionals.

Challenges

  • Maintain and Increase Market Share: Retain their market leadership position despite fierce competition on price and technology.
  • Differentiate from Competitors: Establish a competitive advantage through their focus on customers.
  • Create an Enterprise View of the Customer Experience: Implement a common measurement framework and rigorous technology solution to unify their efforts in 25 European countries.
  • Drive Cultural Change: Select a KPI which measures loyalty and enables a cultural shift toward customer centricity

Results

Sony adopted Net Promoter as a common measurement framework and implemented Satmetrix technology to get an enterprise view of their customer experience. Their efforts are paying off.

  • Net Promoter Score Increase: The program was crucial in achieving significant NPS increases across Europe.

    - 15 points in Poland
    - 11 points in Denmark
    - 10 points in Finland and Norway

  • Customer Centricity: Sony now looks at the complete customer journey, enabling employees across functions to understand the impact they have on the overall customer experience.
  • Best in Class: Sony tops UK industry benchmarks with the highest NPS in the TV/ DVD sector, ahead of competitors.

Read the full case study