Since 1868, Betts Company has focused on providing outstanding customer service and support. Using quantitative methods to measure customer loyalty, Betts Company has partnered with Listen360 to gain keen insight to customer perspective and opportunities to improve its service excellence.
Listen360 is a customer listening solution that enables organizations to engage customers, analyze feedback in real time and transform customers into brand advocates via social media. Listen360’s Voice of the Customer text analytics and innovative dashboards deliver actionable insight to help organizations build customer loyalty, drive growth and increase profitability.
Betts Company, and its three divisions BettsHD, Betts Spring Manufacturing and Betts Truck Parts and Service, have adopted Listen360’s Net Promoter Score, or NPS to measure customer loyalty. NPS is calculated by asking one simple question on a 1-10 scale — “How likely is it that you would recommend us to a friend or colleague?” A company’s ratio is based on the number of promoters to detractors. When combining survey results of all Betts Company business units, the company’s aggregate NPS is currently 67, representing near-best in class status when compared to published results for similar industrial companies.
“We relish candid feedback,” said Bill Betts, vice president, Betts Company. “We are humbled by the high marks we have received for product quality, timely delivery, product knowledge and customer support. We also learned the importance placed by our customers on timely and thorough communication and have taken specific action to enhance our interpersonal connection. Survey feedback provides bedrock foundation for continuous improvement. Customer loyalty is the first of our Five Top Level Metrics; sustaining and building upon our excellent NPS is a primary focus.”
