Measuring with NPS® & transforming customer experience in the Financial Service sector.
The Business Challenge
Aviva Group engaged Xperience associates to review current practices and resolve adoption challenges using the Net Promoter Score and significant shortcomings with NPS® targets, tied to renumeration.
The CX Solution
The multi-year engagement drew upon several CX services.
The Results & Benefits
“Xperience Associates go the extra mile. They reviewed our customer programs and introduced new methods that raised the level of consistency across Europe. They provided practical guidance to our country champions & helped them to solve challenges unique to their local markets. We will continue working with Xperience Associates to further develop our practices.”
Nick Pierson – Director of Customer & Brand