Symantec Success Snapshot
“…people have to understand the direct correlation between customer loyalty and business results…Through some of our own experiences, we can definitely see there is absolutely a direct impact — as customer loyalty improves, the business improves.”
– Enrique Salem, CEO
An Experience-Led Approach Translates to Real Business Benefits
Symantec is the leading provider of security software to businesses and consumers.
Challenges
The business unit that manages the Norton brand wanted to create an enterprise view of the customer experience and unify Sales, Support, Engineering, and other departments under a common measurement framework.
Results
Symantec implemented Satmetrix and Net Promoter to create a common measurement framework. They acted on customer feedback by investing in engineering and technical support to transform the product experience.
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Increased NPS: Improved 3X in just two years
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Call Times: 12% reduction
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Support Satisfaction: 13-point increase
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Call Efficiencies: 30% call savings
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Product Reviews: Positive reviews grew from 66% to 92%
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