Partners

With the launch of our Net Promoter Score (NPS) program in 2013, we gave ourselves the tools to become the industry’s most customer-centric organization. NPS enables us to measure our performance through the eyes of our customers. It helps us understand and deliver what is important to customers. It also serves as a key performance indicator (KPI) for business growth.

Customer loyalty and satisfaction are crucial to our company’s sustained success. NPS allows us to assess both, in a systematic and transparent way. It gives us a rapid and standardized process for categorizing, analyzing and solving all customer issues.

We’ve embedded NPS across the organization, from our field operations to our head office. Customer issues are cascaded up the company with ownership, measurement and follow-up for a single customer issue occurring at every level of the organization.

In June 2016, we began training 30,000 customer-facing employees on the behaviors to support our “engineering. tomorrow. together.” promise to customers. Embracing these behaviors is key to becoming the industry’s partner of choice.