According to Omar, Repair Care was already quite active in the area of customer satisfaction. “But if you want to continuously improve in that as a company, that means paying continuous attention to it. We wanted and want to adequately address that continuous process. So last year we started looking around for parties that could help and support us in this. Who moreover had expertise in measuring customer experience and in making the research results visible in the organization. We compared several agencies, and Integron came out on top as the favorite. They understood our challenges and our issues. Hence, we have made a multi-year commitment with Integron and are working together to create happy customers. That’s going more than fine.”
Proud
In any case, customers have explicitly shown their satisfaction with Repair Care. “Indeed,” Omar says. “The first customer satisfaction survey within the CX program that we sent out in mid-January showed super results. With an extremely positive Net Promoter Score (NPS) of +72. This means that of the customers surveyed, on balance, a whopping 72% would recommend us to others. We did expect a good score, but this was really an extraordinary surprise. To make a comparison with companies in other industries: Starbucks, Coolblue and Apple score an NPS of 77, 71 and 61, respectively. That just shows how well we are doing. We are proud of that and we have communicated and certainly celebrated it internally and externally. Internally with champagne and cake, but also with our clients. We thanked them all very much for their positive findings. Why our customers are so satisfied? This has to do with the combo of our products and services, and especially with the dedication and commitment of our employees. We make quality products. Moreover, it’s in our DNA to want to help customers wherever and whenever we can.”
“We did expect a good score, but this was really an extraordinary surprise.”
Horizon Strategy
The CX or also called Happy Customers program aligns with Repair Care’s intensive, internal Horizon strategy path. With Horizon, the company has a clear goal in mind: to create even more happy customers. “We are doing well now, but we want to continue to do so in the future. You need a solid strategy for that. We are rolling those out now. In practice, this amounts to implementing multiple customer-focused projects with concrete KPIs. Everyone, no one excepted in our company, is going to work on this personally. In this way, everyone contributes to happy customers. Of course, we involve the customers themselves in Horizon as well. Because what we absolutely will not do is sit back. Of course we are proud of results achieved, but we continue to strive to improve. Therefore, it is important that we continue to measure continuously, collect feedback regularly, analyze it and translate it into practice so that we can take targeted action to further optimize our services. Through Integron’s dasboard, we can monitor and make adjustments as needed.”
“It’s important that we continue to measure continuously, collect feedback regularly, analyze it and translate it into practice.”
Continuous process
Omar devotes time daily to the Happy Customers program. “But actually within our company we are working on it every minute. Through our products and through customer contact. If a customer has a question, we are immediately in the starting position. Customers appreciate that. As mentioned, it’s a continuous process. Integron also points that out to us. They support us, under the guidance of Raoul Tirtosentono, with strategy sessions and improvement workshops to give CX the right direction. I also have regular contact with Benjamin de Mooij, Business Manager Customer Experience at Integron. Together we work on the Happy Customers program. We recently made a presentation about the program together during the Beleving Awards. “Right,” says Benjamin. “It feels like a partnership, where we strive for the same goal: happy customers. We brought that up during the presentation as well. For me, a few takeaways emerge when it comes to making CX a success: make sure CX is well embedded in the strategy. Get a sponsor at the C-level. Build the right culture. Keep the CX program continuously alive internally and follow up on results, both at the customer level and structurally.” “I gladly concur with that” adds Omar. “You have to be dedicated. And we are!”
“You have to be dedicated. And we are!”
About Repair Care
Repair Care International B.V. offers total solutions in durable wood repair and maintenance. In addition to a wide range of high-quality wood repair products for the professional market, the company offers certified training in treating wood rot and damage. Every year, more than 2,000 professionals in the Netherlands, England and Germany are trained to do so. In addition, Repair Care provides project supervision, advice and is a trusted collaborative partner for housing associations. Repair Care is based in Waalwijk and operates worldwide. The company is a market leader in the Netherlands, England and Germany. In the Netherlands, the company has about 50 employees.
