A university research project (free of charge)
A single question is enough and the reliability of the company can be measured at the touch of a button and in real time.
Prof. Dr. Andreas von Schubert · Wismar University of Applied Sciences
Dipl.-Kfm. Dirk Löding · Voltus GmbH
Building on the pioneering research that led to the development of the Net Promoter Score (NPS), this project bridges the gap between measuring and sustaining customer satisfaction. The NPS has reduced traditional customer surveys – often with 20 or more questions – to a single, concise question:
Customers:
“Would you recommend us to others?”
However, one key question remains unanswered: How can companies ensure that their customers are satisfied in the long term? Our research shows that a single question to employees is enough:
Colleagues:
“Do you get everything you need to continue working well yourself?”
This question summarizes all the key aspects of internal cooperation. The answers are recorded using an internal Net Promoter Score, which the customer departments use to evaluate the cooperation. This creates a measurable indicator of reliability at all internal interfaces. This enables management to identify points of friction and drive forward targeted improvements – with the aim of sustainably increasing customer satisfaction through operational excellence.
Our approach:
Departments coordinate their mutual requirements and evaluate at regular intervals on the 10-point scale of the internal Net Promoter Score whether they have received what was agreed.
Reliability is measured at every interface between the departments.
Our Relynk software tool designed for this purpose enables the coordination of requirements and the visualization of reliability throughout the entire company.
Where would your company be on this graph?
And how would success change if reliability in the company were just one point higher?
Your contribution:
Three (or more) executives in your company use the cloud-based Relynk tool we developed as part of our research to align cross-departmental requirements and evaluate their fulfillment every two weeks.
You will not incur any costs.
Your added value:
- Clear, measurable performance indicator for internal collaboration
- Direct link between internal excellence and customer experience
- Reliability map with real-time information on the reliability of each individual requirement at all interfaces between the departments.
