At Wolters Kluwer, CCH, we’re committed to customer experience.
Every day, we’re looking at ways we can improve the customer service and products we provide. Thanks to the introduction of Converse, our NPS program, the insights that drive these improvements come directly from you – the customer.
Follow our journey below.
HOW YOU’VE HELPED US HELP YOU
We listen to our customers – and we act on the feedback we receive. We believe there is no other way to do business well. As well as our NPS program, our Client Advisory Boards which have been run in 2015 and 2016 have helped us gain insights from our customers and the needs of the market.
We have learnt a lot from our customers and we are very proud to share some of the enhancements you’ve helped initiate.
In Product NPS
Because we know valuable feedback doesn’t just come from an interaction you’ve had with our team, we have introduced in-product NPS surveys in CCH iFirm. This allows you to provide an immediate snapshot of your feedback while using the product. These in-product NPS surveys have helped drive improvements and prioritise product enhancements.
WHAT IS NPS?
The NPS (Net Promoter Score) program allows us to measure how happy our customers are with our processes, services and products.
When you interact with us, we send you a survey asking about your experience. This lets us gather honest feedback, which is important to us because our improvements come directly from customer insights.
We have been championing NPS in our business since 2011 and we are as committed today as we were then in turning insights into actions that benefit our customers.
CCH iFirm NPS (Net Promoter Score) program from CCH iFirm on Vimeo.