Case Study
How Does Merck Handle Customer Interactions?
Challenge
MilliporeSigma, a Merck Company, wanted to know how it was doing in terms of customer interactions.
Not only did they want to know what they were doing well in terms of interacting with their customers, but they wanted to find areas that could be improved to help their NPS score.
Approach
PeopleMetrics designed a survey following recent customer interactions, measuring performance and indicating areas that needed improvement.
Outcome
Using PeopleMetrics' approach, their customer experience numbers soared.
Their NPS raised 26 points during their time, with a 20% increase in promoters as well as a 6% decline in detractors.
Problem resolution also increased heavily, from 34% to 63% in just one year.
Through our survey, Merck was able to find areas that needed to improved and were able to make informed decisions to help their customer experience exceed expectations.