Consolidation of global customer experience
Hewlett Packard required a consistent approach across multiple regions for their customer support experience survey. Each of their three main regions was responsible for creating, deploying and analysing their own surveys, leading to inconsistencies and inefficiencies. In addition, HP needed to reduce cost by 70% globally.
In-depth due diligence reviewed past survey results, key stakeholder and vendor interviews, and dissection of processes to uncover key drivers of inconsistencies as well as commonalities in systems, questions and processes that could be used in developing the new programme.
Consolidation of all programmes under one single global reporting portal, realising a 70% reduction and there was minimal disruption to key metric measurements.