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“We get great input from customers
through NPS,” notes Malmberg.
The survey is carried out twice a year
with a representative sample of custom-
ers. The selection is made based on
factors such as location and type – for
example, new elevators or maintenance.
“We want to make sure we get a bal-
anced picture each time and make sure
we don’t contact the same customer too
often.
"NPS is very good and customer
friendly in that it is essentially only two
questions. We ask the customers to score
us, and then ask why they gave us that
score. We have a very high response rate
thanks to its simplicity. Many of our de-
velopment initiatives come directly from
the customer responses.”
EASY INTERACTION,
CLEAR COMMUNICATION
Though a lot of actions had already
been taken, KONE was eager to go
further, taking customer focus to the
next level. So in 2010 KONE set up a
new Customer Experience team.
To gain a holistic view of customers,
the team carefully defines all the touch
points KONE has with customers. The
touch points are the interactions that
create the customer experience.
“Our goal is to make sure that all
these interaction points are designed
in a way to make doing business with
KONE as easy and enjoyable as it can
be,” explains Malmberg.
Work is ongoing with indentifying
and validating interaction points with
customers, but many improvements
have already been identified and
implemented.
In the area of customer communica-
tion, KONE is improving both method
and content of communications in key
interaction points. A global training
program has been initiated, to help
ensure every service technician knows
how to create a good experience for the
customer through positive and
professional communication.
Another development is the call-
back-after-call-out concept, which is
being piloted in some countries. Every
time there is an unplanned maintenance
call, the customer is called back the
following day to see how it went to
make sure the customer is satisfied.
Some of the improvements are
incredibly effective in their simplicity.
KONE InfoMod is one such low-tech,
yet effective solution. It is an informa-
tion board put up in the main hallway
of the building undergoing moderniza-
tion. The board has contact details,
work schedule, and other information
to help the elevator or escalator users
understand what work is being done
and how it will impact them.
•
“MANY OF KONE’S DEVELOPMENT
INITIATIVES COME DIRECTLY
FROM CUSTOMER RESPONSES.”
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PEOPLE FLOW |