B2B Customer Experience: How Improving NPS Boosts Repeat Purchases
How Slovanet Strategically Uses NPS to Improve Customer Experience and Financial Performance
≈ 500
Slovakia
Sept–Oct 2024
About Slovanet
Established in 1999, Slovanet is one of Slovakia's largest high-speed internet providers. The company offers a comprehensive range of services, from integrated communication and voice solutions to virtual private networks and security solutions. Slovanet's commitment to enhancing its infrastructure and customer experience has positioned it as a leader in the corporate sector.
Overview
In 2023, Slovanet partnered with the Staffino CX platform to take its customer experience to the next level. Initially introduced to one touchpoint, the success of the CX campaign led to its integration across six additional touchpoints, including service technicians, customer support, and key account managers. The use case discussed in this study focuses on B2B clients who are handled by Key Account Managers.
Goal
The primary objective of this study was to understand the correlation between Net Promoter Score (NPS) and the likelihood of repeat purchases and use this information to enhance customer satisfaction and increase sales.
Methodology
Slovanet used a well-designed customer survey sent through email to understand key aspects of their B2B customer experience. This included questions such as NPS, CSAT, service quality, employee approach, professionalism, and the chance of customers buying again. They consequently linked CX results with business data, offering vital information about how customer experience affects sales.
Top Solutions Used
Results
99% of promoters would buy from Slovanet again, compared to just 21% of detractors
Thanks to the clever survey question regarding repeat purchases, a strong correlation between the Net Promoter Score (NPS) and recurring purchases was uncovered. An impressive 99% of promoters indicated their willingness to repurchase from Slovanet, compared to just 21% of detractors.
Similarly, when it comes to upselling opportunities, 69% of promoters are planning to expand their use of Slovanet’s services next year, while only 31% of detractors are aiming to upgrade their internet access solutions.
Given these findings, it is evident that a primary focus should be on converting detractors into promoters as well as understanding the key drivers of promoter satisfaction and implementing them to enhance B2B sales.
Our Recommendations
Based on the findings, it's clear that focusing on transforming detractors into promoters should be a top priority. Survey results also indicate that enhancing service quality, response speed, and Key Account Manager professionalism can significantly impact NPS and customer satisfaction.
Your NPS is more important than you think, every change in it will be mirrored in your business performance. Take a look at our proven steps on how to improve your NPS below!
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