Customer Success Stories : Symantec
An Experience-Led Approach Translates to Real Business Results
One of the core values of Symantec is being customer driven. With an understanding that loyalty is a key indicator of long-term success, the company adopted Net Promoter® in 2004. Net Promoter is a loyalty metric and management discipline that has been embraced worldwide as the standard for measuring and improving loyalty.
Symantec selected Satmetrix solutions as a key customer listening mechanism to monitor customer experience and drive improvements across the enterprise. In 2006, Symantec deployed Net Promoter in the Consumer Business Unit (CBU), which is responsible for developing and marketing the industry-leading Norton products, representing over 30% of Symantec’s total revenue.
Since introducing the Net Promoter methodology, the CBU has seen impressive results. Not only have they achieved over 50% increase of their Net Promoter Score™ (NPS®) for the Norton Internet Security (NIS) and Antivirus (NAV) product lines, but they have also seen improvements in areas such as support satisfaction, support costs, and call efficiency.
Massive NPS Increase
Symantec saw over 50% increase in NPS for Norton Internet Security (NIS) and Antivirus (NAV) product lines, while overall NPS doubled in three years.
Support Surpasses Satisfaction Goals
Support achieved a 13 point increase in satisfaction scores, surpassing their stretch goals. They also achieved a 10-12% reduction in call times, and now agents can handle an average of 1.6 customers at a time.
Significant Reduction in Support Costs
Support costs were reduced by 30%, which was then reinvested in the customer experience, keeping overall budgets flat.