The Challenge
![](https://kaizen.com/wp-content/uploads/2022/09/VOC_and_NPS_processes.png)
Problem
• Lack of customer feedback information to feed marketing and sales initiatives
• Inability to evaluate the success of the different approaches used in each store
Root Causes
• Absence of a robust, structured and regular customer listening process (VOC)
• No metrics implemented for customer satisfaction regarding the service quality
• Conduction of ad-hoc external surveys without improvement-oriented questions
The solution
![cyclical-improvement-VOC](https://kaizen.com/dist/filemanager/Uploads/uk/cyclical_improvement_VOC.png)
• Introduction of a transactional Net Promoter Score (NPS) measurement system in the stores’ areas and inclusion of this indicator in the Daily KAIZEN™ routine of the teams
• Client-centric approach to the processes redesigned
• Voice of the Customer (VOC) survey designed and tested in a real environment with 119 respondents
• Creation of a cyclical process for the improvements to be implemented as a result of the VOC
The Results
![Pilot Stores NPS Evolution](https://kaizen.com/dist/filemanager/Uploads/uk/nps_score.png)
Evolution of NPS Score for pilot stores
![NPS Evolution Ratio - Revenue](https://kaizen.com/dist/filemanager/Uploads/uk/NPS_Revenue.png)
NPS Evolution Ratio → Revenue
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