Customer loyalty and satisfaction with Conscia, the so-called net promoter score (NPS), has recently been scored at 66 across all Conscia’s markets. External and internal NPS help to create a crucial common focus.
For several years, Conscia has worked with net promoter score as a tool to systematically achieve loyal and satisfied customers. The aim is to create a platform trusted by our customers to meet a larger share of their needs for a reliable and secure IT-infrastructure and through that achieve additional sales and growth.
The NPS for Conscia Group is 66 for the second consecutive year. This result has been achieved despite a year of very great geopolitical and economic uncertainty in the world.
“We have succeeded in becoming more relevant to our customers, which can be seen in the revenue growth of 19% and the broad progress in both solutions and services. At the same time, we have a good balance in the business with record high intake of new orders and a very high level of satisfaction and loyalty,” says CEO Erik Bertman, Conscia Group.
NPS widely recognized
Net promoter score today is recognized as an effective method of measuring, understanding, and acting on customer experience. Therefore, NPS has become a method that many successful companies use to create a better customer experience and more loyal customers. Scores above 20 is considered ok, while a score exceeding 50 is considered excellent.
“Today, we score 46 or more in all the six markets in which we operate. We see this as a result of our strategy to be experienced as one Conscia, regardless of where the customer is located or if the customer is present in several countries,” says Erik Bertman.
At the heart of the strategy of One Conscia is the concept called network of knowledge – allowing customers access to all Conscia’s competencies independent of which market they are in and still with a high level of local intimacy and customer focused teams. It’s a customer promise as well as an organizational focus.
“We insist on being a partner and not just a supplier. We discuss, challenge, and learn together with customers. This also means that managing expectations is a discipline we keep in mind all the time – both between the customer and us, but also internally in Conscia between sales, support, administration, technology, and delivery. With this we can deliver a coherent customer experience, and everyone knows how things are with a given project,” says Erik Bertman.
Behind the high NPS number is a systematic effort to strengthen relationships, maintain a value-creating dialogue and that customers meet a unified organization with deep understanding of technology and focus on constant improvement of skills and knowledge. Conscia meets the customers with a mindset, where support, engineering, administration, sales, and delivery are equally important.
“We insist on being a partner and not just a supplier. We discuss, challenge, and learn together with customers. This also means that managing expectations is a discipline we keep in mind all the time – both between the customer and us, but also internally in Conscia between sales, support, administration, technology, and delivery. With this we can deliver a coherent customer experience, and everyone knows how things are with a given project,” says Erik Bertman.
No satisfied customers without satisfied employees
For Conscia, satisfied customers and satisfied employees are inextricably linked. It is not possible to achieve one without the other. Therefore, Conscia uses the same methodology internally and continuously measures employee NPS to get input to improvement.
“We work as a big team internally, where we stand up for each other. We see again and again that good team spirit in Conscia is a crucial factor for customer satisfaction. If problems arise, the entire organization is united in solving it,” says Erik Bertman.
At Conscia, it is a requirement that the specialists share their knowledge and continue to develop professionally. On the company’s core technologies, it is a declared goal to be the best certified in the country. Customers can feel this insistence on deep IT-competencies.