As a provider of solutions for paper mills worldwide, Voith Paper continuously seeks to promote the evolution of the service experience it provides to the sector. When this focus is centered on meeting the needs of each manufacturer, the company identified in the Net Promoter Score (NPS) more than a satisfaction indicator: the starting point for a standardized process that customarily directs responses oriented by optimization opportunities brought by customers to these evaluations.
The more interaction there is with the NPS survey, the more personalized, assertive, and consistent the feedback shared with companies served by Voith Paper, always guided by contributing to performance gains in their operations and the generation of value in their businesses.
“Continuously, we question how we can surprise our customers, and it is essential to be guided by the expectations of the companies we serve. Based on customized feedback, we show manufacturers how evaluating our NPS positively contributes to their operation,” says Antonio Lemos, President of Voith Paper in South America.
Evaluated touchpoints: by the customer and for the customer
Through Voith Paper’s CRM platform database, automatically generated survey formats based on the NPS methodology are used to assess different dimensions of satisfaction regarding service quality.
Relational research is directed at clients invited to qualify the relationship from touchpoints with Voith. At the transactional level, NPS is measured at all levels of interaction in the proposal offering processes. In this case, the evaluation can be applied considering contacts with companies from the bidding phase, through the presentation of technical proposals, to deliveries made or not resulting in business.
Each demand received in NPS assessments—mainly through comments or in the indicators calculated to identify the proportion of promoters in relation to neutrals and detractors—is internally addressed by Voith Paper with a focus on generating value for the customer, who contributes with their perception on how to optimize the service experience received.
Engaged Areas, Feedback Oriented by Solutions
According to the demand mentioned by the client in these interactions with the survey, the responses are addressed to the areas of Voith Paper responsible for them. Quality, Sales, Technical Services, Customer Service, Back Office, and Engineering are among the teams participating in this customized development of feedback to the manufacturers.
The process is standardized so that all comments from manufacturers receive the same direction until they are converted into solutions. In this context, assessments classified as promoters, neutrals, or detractors share the same purpose: the opportunity to evolve in excellence and the experience provided.
“We follow a flow to guide that this analysis of optimization opportunities submitted is always linked to an assertive, effective, and personalized solution that makes sense for the customer by meeting expectations or needs identified in the evaluation,” he adds.
As much as the spirit of partnership and closeness are consolidated attributes of Voith’s longstanding relationship with industries in the sector, capturing very specific aspects in between the lines of an NPS survey response is crucial in a customer centricity strategy – emphasizes Lemos.
“As the customer begins to see value in this interaction, their contributions to the NPS survey are our starting point to surprise them. The expectation is that more paper mills will feel motivated to build this cycle of excellence with Voith Paper”, concludes Antonio.
