As a provider of solutions for paper mills worldwide, Voith Paper continuously seeks to enhance the customer experience it offers to the industry. When this focus is on meeting each manufacturer's needs, the company identified in the Net Promoter Score (NPS) more than just a satisfaction indicator: it is the starting point for a standardized process that guides customized responses based on opportunities for optimization brought by customers through these evaluations.
The greater this interaction with the NPS survey, the more personalized, assertive, and consistent the feedback shared with the companies served by Voith Paper, always aimed at contributing to performance improvements in their operations and value creation in their businesses.
"Continuously, we question ourselves about how we can surprise our clients, and it is essential to be guided by the expectations of the companies we serve. Through customized feedback, we demonstrate to manufacturers how evaluating our NPS is a contribution that positively impacts their operations," says Antonio Lemos, president of Voith Paper in South America.
Contact points evaluated: by the customer and for the customer
Through the Voith Paper CRM platform database, research formats based on the NPS methodology are automatically generated—with the aim of assessing different dimensions of satisfaction regarding the quality of service.
The relational survey is aimed at clients invited to qualify the relationship based on contact points with Voith. At the transactional level, NPS is measured at all levels of interaction in the proposal offering processes. In this case, the assessment can be applied considering contacts with companies from the competitive phase, through the presentation of technical proposals, to deliveries made or that did not generate business.
Each request received in the NPS evaluations – mainly through comments or in the indicators used to identify the proportion of promoters relative to neutrals and detractors – is handled internally by Voith Paper with a focus on creating value for the customer, who contributes with their perception on how to optimize the experience of the service received.
Engaged areas, solution-oriented feedback
According to the demand mentioned by the client in these interactions with the research, the responses are directed to the Voith Paper departments responsible. Quality, Sales, Technical Services, Customer Service, Back Office, and Engineering are among the teams involved in this customized development of feedback to manufacturers.
The process is standardized so that all manufacturer comments receive the same guidance until they are converted into solutions. In this context, evaluations classified as promoters, neutral, or detractors share the same purpose: the opportunity to improve in excellence and the experience provided.
"We follow a process to ensure that the analysis of the optimization opportunities submitted is always linked to an effective, accurate, and personalized solution that makes sense for the client by meeting the expectations or needs we identified in the assessment," he adds.
Although the spirit of partnership and closeness are established attributes of Voith's long-standing relationship with industry sectors, it is crucial in a customer centricity strategy to capture in the nuances of a response to the NPS survey very specific aspects of what each client envisions in terms of service – 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 trash bins will feel motivated to build this cycle of excellence with Voith Paper, concludes Antonio.
