Last year was a record-breaking year for customer service at iiNet, and after winning our first international award for customer service excellence from the International Council of Customer Service Organisations, I’m thrilled to see 2014 is already shaping up to be an even better year for us and our customers.
It’s no secret that at iiNet we pride ourselves on delivering exceptional customer service and being open and honest in our dealings with customers. So, as part of my commitment to constant improvement of service, each quarter I will be writing about how we’re faring in the eyes of our customers and sharing insights and experiences from our customer service team.
Let’s start with the stats: iiNet finished off 2013 with a record-high customer service ranking, measured using the global-standard Net Promoter Score (NPS), and is set for another record-breaking year of customer service.
In the first half of 2013, iiNet achieved a company NPS of 56.7 per cent, our best performance to date and, we believe, the only positive score in the Australian telecommunications industry.
After celebrating our success, I set the bar even higher, challenging staff to work towards a minimum of 58 per cent for the second half. At the end of the last quarter, iiNet recorded an NPS of 59 per cent, which finished the year on a high and put the company on track for another year of delivering exceptional customer service.
Have a look at our infographic below for a snapshot of our performance over the years.
We’re aiming for an NPS of 60 per cent for the first half of this year, which will require a big step up for our customer service staff. Typically, summer is our busiest time of year for the contact centre with wild weather, including bushfires and heat waves, contributing to a higher number of calls, leading to longer queues which impacts our NPS. Our survey results tend to be lower in the first quarter compared to the rest of the year, so it’s going to require a dedicated effort from everyone.
NPS is a performance metric that measures how customers rate service. It’s a simple survey sent to every customer after any interaction with iiNet to measure whether that customer would recommend iiNet to a friend. NPS is a scale from minus 100 per cent to plus 100 per cent. In broad terms, a negative score means that customers aren’t very enthusiastic about the company while a positive score means that customers are more likely to recommend that brand to friends.
We introduced NPS to iiNet in 2007 to give staff a tangible way to demonstrate their ability to deliver exceptional service to their customers and help identify areas where they could improve. Since its introduction I am pleased to say that our company NPS has only improved, and I am proud of how every member of staff is so dedicated to working towards constantly increase customer satisfaction.
Without happy customers we have nothing, and I am pleased to say that everyone at iiNet understands this and is focused on doing their part to keep our customers satisfied and ensure our culture of service continues to thrive as the company grows.
We know that from time to time our customers aren’t going to be satisfied. There will be times the Internet goes down in our neighbourhood or frustration with those technical problems as our homes become more sophisticated. There will always be difficult calls, but what sets us apart is our commitment to improving and our culture of open, honest feedback.
But don’t just take my word for it, checkout what two stars of our call centre Steve Jarrett and Timothy Mayers have to say about working for iiNet and how exceptional customer service is part of everything they do.
iiNet has grown to a value of approximately $1 billion with close to one million broadband customers – the clear number two DSL broadband provider in Australia – with services now extending across telephony, television and mobile.
At iiNet we are determined to do business in the ISP space differently; 80 per cent of our staff are in customer service roles and we invest heavily in those people. From day one, we encourage our staff to use their discretion and judgement in helping customers solve problems. This focus on service is what makes the difference in our NPS, we started with a small positive score in 2007, but we’ve seen our NPS grow from there as we really got everybody focused on the feedback from customers. It’s taken a massive commitment but I’m so proud of the way it has allowed everybody to get behind a common goal.