Commtech Asia has rolled out a customer experience programme, in a bid to enhance its service excellence and gain a competitive advantage in the industry.
With an objective to cultivate a customer-centric approach to its work culture, the programme is also set for the business to gain competitive advantage in the market, by putting customers first and managing their project journeys.
The customer experience programme launched with an insightful discovery phase, conducted by an independent researcher with its customers and industry partners across Asia Pacific. This involved extracting feedback on Commtech Asia’s service performance and suggestions for development areas in fulfiling customers’ needs.
The findings analysed over 91 samples, and the results reported an impressive overall net promoter score* (NPS) of 36.
Andy Knellar, group managing director of Commtech Asia commented, “We would like to thank all of our customers, who participated in providing their honest and valuable inputs for the discovery phase. These findings provide our team with actionable insights – helping us to identify key areas that we need to improve on, while maintaining the high standards that have proven to be desirable among our promoters.”
Following the insights from the discovery phase, the business formed a customer experience strategy, focusing on key development areas and continuous improvement programme. This includes ongoing customer reviews for its active projects — conducted at midway and post completion stages to help monitor the team’s performance and service delivery.
Commenting on this, Andy added, “We want to provide an open channel for our customers to voice their feedback candidly. For us, these provide valuable insights on our performance on the project, and help identify service gaps so we could implement corrective actions to rectify these early and effectively.”
“We want to provide the best customer experience in the industry, and with this programme embedded to our approach, I am confident that Commtech Asia can truly make a difference in the market and build a great reputation for service excellence.”
*The Net Promoter Score is an index ranging from -100 to 100, that measures the willingness of customers to recommend a company’s products or services to others. It is a metric used for customer experience programme to measures brand loyalty.