Speedy measures customer satisfaction and promotes the results of its satisfaction barometer in its network

Speedy, the car maintenance and repair specialist, challenges its employees to focus on customer satisfaction.

Paris, April 28, 2014 - With its network of 460 centers and 2,500 employees, Speedy measures customer satisfaction via online satisfaction surveys. Speedy has chosen Sharing-Data, SatisFactory's feedback management solution, to support its continuous satisfaction improvement process. Sharing-Data makes it possible to assess the monthly performance of each center, generate customized reports and set up real-time alerts to inform employees of any dissatisfied customers.

It's not enough to measure satisfaction: you also have to communicate the results to employees.

With the customer at the heart of its strategy, Speedy involves its employees and has set up a podium based on the NPS score of its centers. Julien Dubois, Speedy's Director of Marketing, Communication and Customer Relations, explains, "Our objective from the outset was to give each center an indicator of its monthly satisfaction, and to be able to animate these results every month."

A monthly trophy ceremony to mark the event

"At the end of each month, we visit all three centers to award a physical trophy (Gold, Silver or Bronze). It's a real event for the teams, because belonging and recognition are special elements at Speedy. Satisfaction helps to further enhance this sense of belonging."

Real-time management of dissatisfied customers

People on alert are systematically called back by telephone. Alerts are managed through the Sharing-Data interface, enabling the status of alerts to be tracked." Sharing-Data arrived as an element of conviction internally thanks to the real-time data. The feedback from our teams is quite positive. Callers are enthusiastic because they're dealing with dissatisfaction first-hand. To use the expression 'Turning a glitch into a nugget': today I accept the fact that a customer has had a bad experience, but I go to them and deal with their dissatisfaction."