CASE 4: Essent – Net Promoter Score (NPS)
The challenge
Essent attaches utmost importance to client satisfaction. In this regard, a well performing customer service is essential. Essent was looking for a tool to do targeted research on general satisfaction and appreciation for the customer service, with a key role for the Net Promoter ScoreSM (NPS®) question type.
Why did Essent choose for CheckMarket?
- The Net Promoter Score is a standard feature in the CheckMarket tool, with best practice in both question presentation and reporting.
- CheckMarket has a vast experience in NPS which was very valuable in setting up the project efficiently and quickly.
- Annual billing: Essent can accurately budget their survey tool cost on a yearly basis.
- CheckMarket provides great unlimited customer service.
- The reporting function offers word clouds to quickly analyse open responses. The more frequently a word appears in the responses, the larger it is shown in the response cloud. If you click on a word, only the responses containing that word will be displayed.
The solution
- CheckMarket offers a platform to create multilingual client satisfaction surveys.
- The NPS question type is used in all surveys.
- The Essent account is setup so that all e-mail invitations and URLs originate from and lead back to an Essent sub-domain.
Testimonial
 | “I have been looking around for several survey tools, and eventually I chose for CheckMarket because it is the best choice. The tool is really great, both for creating surveys and reporting. On top of that, they provide excellent service. In short, all expectations were exceeded.” Jurgen Wouters Customer Relationship Coordinator |
About Essent
 | Essent Belgium is a Belgian energy supplier. They supply electricity and natural gas to private and business customers. Essent is part of the German energy company RWE and is among the top 5 European energy companies. Essent invests in environmentally friendly energy generation and sustainable projects with the following goal: a future of affordable energy for everyone. |
The result
- Customers are asked for feedback almost immediately after contact with a helpdesk employee.
- The results are available in real-time.
- Essent uses CheckMarket’s extensive standard reporting for NPS.
- Research can be completely automated thanks to the CheckMarket API.
Net Promoter and NPS are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.