Rexel UK is a leading wholesale electrical distributor, operating in an increasingly competitive marketplace. Following a programme of strategic business transformation which brought several individual brands under the Rexel umbrella – and with a rapidly expanding branch network – it was important for Rexel to gain genuine customer insight to measure and review satisfaction levels.
What we did
We have worked with Rexel for almost 20 years, providing data insight and customer management services. As a trusted professional partner we were asked to recommend the most accurate and cost-effective programme to deliver the customer satisfaction insights Rexel needed to inform continuous business improvement.
We helped to devise and implement a Net Promoter Score (NPS) campaign to run nationally on a monthly basis. NPS is the world’s leading metric for measuring customer satisfaction and loyalty.
Drawing on our experience from across a wide range of clients, we able to confirm that the best conversion rates for trade customers focusing on NPS was through Outbound Calling data collection rather than email, chat or SMS options.
The 8848 customer insights team worked closely with Rexel to develop a survey script and our in-house systems development team built the telemarketing infrastructure to manage the NPS calls and reporting.
The campaign is now in its third year of delivering accurate and reliable data to Rexel, with the 8848 team making more than 4,000 calls each month, providing a wide survey coverage across the UK and the client’s branch network.