Customer Success Stories : Metso
Customer Experience (CX) Program Maturity Leads to Success
Discover how Metso leveraged NICE Satmetrix to develop a standard method of measuring customer loyalty and satisfaction that provided the ability to quickly respond to issues and improve the way customers are served. A focus on employee engagement throughout the organization and delivering change management results quickly drove the CX program maturity.
Metso engaged NICE Satmetrix’s Experience Consulting service for guidance on maturing their CX program to obtain actionable insights through multiple business areas.
Metso evolved their program from sending no surveys to conducting annual surveys with clearly defined action areas.
Metso’s increased CX maturity has led them to establish focused initiatives to drive improvements throughout the organization.