P Muay,
Please find C1st story from Card Team ka.
Business need:
Commercial Fleet Thailand Card CSI had been stagnant at 8.5 for more than one year and we know that maximizing customer satisfaction makes an important contribution to increase profitability, enhance customer loyalty and potentially add up more revenue and profits.
Solution :
OTC together with Commercial Fleet Business live in the principle of maximizing customer satisfaction through focusing on internal communication and collaboration, brainstorming new ways to cater to customers’ needs and implementing solutions together by “After call Service Program”.
This program helps to cultivate Tellshell Survey, response customer’s needs also prompt in solving customer’s pain points in due time.
This program also improves our NPS to reach 60 for managed account, which is the highest NPS in the year.
Customer response / feedback :
- Managed account CSI at 9(highest level in a year 2016)
- Overall CSI at 8.7 (from average 8.5 more than 1 year)