Hearing customers voices – locally and globally
Tools used
- Survey design
- Data and feedback analysis
- Action management
- Text analytics
How our software helped Siemens Corporation bring a global approach to hearing their customers’ voices.
The challenge
Bringing Siemens Corporation their own solution
Siemens Corporation, a US subsidiary of Siemens AG, wanted to find a way to measure and improve Net Promoter Scores (NPS) locally, rather than relying on tracking growth via their global headquarters in Germany.
It was time for their own solution: a Voice of the Customer solution that could offer insights on a narrow range of data, while expanding to the whole business. The firm also wanted to pull its customer feedback data through a single portal, rather than spending ages gathering it together from separate places. We had the software to help.
“The response of the technical services teams has been great and the scalability of our program is largely due to Forsta helping us build a strong foundation. They gave us the keys to the car and actually showed us how to drive it as opposed to selling the product to us and leaving us on our own to figure it out.”
Jay Martin
Strategic Business Planner, Siemens Energy Management
Our solution
Spotting trends in customer experiences, fast
With our solutions at the ready, Siemens Corporation was able to quickly capture, analyze and deal with customer feedback. The firm could not only see what there was to learn from customers’ stories on their own, but also whether they tied into responses from the past. That meant they could quickly spot trends in behavior and customers’ experiences.
The results
Watching the numbers move in one direction
Siemens’ NPS has shot up since the company started working with us. When the firm’s Building Technologies division first started using our software, its NPS was in the low 30s; now, it’s higher than 50.
The number of people the company surveys and the responses it gets is growing every year. In the US alone Siemens sends 35,000 relationship survey invitations each year. And the icing on the cake? They now get survey response rates of 15-30%, a testament to how engaging the surveys are, and how strong their relationships are with customers.
25 VoC
touchpoint surveys
35,000
survey invitations annually
15-30%
survey response rate
20-point
increase in NPS
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