Case Study Solution

Customer Service Metrics

Every day, leaders and teams of an international pet-supply company come to work with the goal of delighting customers and making each one a “promoter”—a client who will come back, increase their purchases, and refer the store to others. How does this organization know which stores are winning and which need to improve? They get frequent, accurate data from a statistically relevant sample of customers at each store location. From this feedback, the organization can accurately rank their stores, reward the teams and leaders who are building the organization’s brand, and coach those who are not. This organization’s focus on delighting customers has paid off—customer-satisfaction and loyalty scores are up year over year, and profits are too.

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Will Your Customers Keep Coming Back?

Just imagine trying to improve profit across your organization without a frequent and accurate profit measure.

Yet, many organizations trying to improve their customer experience rely on unreliable customer-service metrics or none at all. In our experience, email and receipt surveys get very low response rates. As a result, the ranking of locations from these surveys leads many companies to reward and penalize the wrong managers, benchmark best practices from the wrong teams, and inaccurately identify which locations are helping or hurting their brands.

FranklinCovey’s Customer Loyalty Practice helps chains and other multi-unit operators drive faster revenue and profit growth through increased customer and employee loyalty. We’ve partnered with Fred Reichheld, loyalty expert and creator of the Net Promoter System™ (NPS®), to help organizations measure and improve customer and employee loyalty through accurate metrics and world-class training and development.

FranklinCovey’s Customer Loyalty Practice helps organizations:

  • Collect statistically valid feedback from a representative sample of customers and employees.
  • Increase the visibility of customer-service metrics so managers get real-time feedback.
  • Apply an accountability process at frontline teams so they deliver exceptional customer service at a much higher percentage of the time.
  • Measure and improve employee engagement.

Organizations engage FranklinCovey to:

  • Train leaders and teams to deliver exceptional customer service.
  • Train leaders and teams to deliver exceptional customer service.
  • Provide expert consultation on improving customer and employee loyalty.

Promoters spend 54% more than detractors do. —FranklinCovey Customer Loyalty Practice