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  • 15 December 2017 01:50

RS COMPONENTS EXPANDS CX PROGRAM WITH CONFIRMIT

Leading distributor of engineering products signs three-year renewal to support customer-centricity

RS Components (RS), the global distributor for engineers, has renewed its CX solutions partnership with Confirmit for a further three years.

RS has worked with Confirmit to implement and run its strategic Voice of the Customer (VoC) program since 2014 and uses the Confirmit Horizons platform for all survey distribution, feedback collection, reporting, action management and alerting.

The RS VoC program captures feedback from customers covering 29 markets, 17 languages, any one of nine individual activities, and any combination of seven channels.

Since implementation, the company has seen its Net Promoter Score® steadily increase year on year because of the improvements made to the customer journey identified through the platform.

“Our VoC program is core to what we do as a business and we’ll only become first choice in the eyes of our customers if we deliver a market-leading Customer Experience,” said Nick Brookes, Global Head of Customer & Performance Insight at RS.

“Over 1,200 team members around the world have self-service access to our reporting dashboards through Confirmit Horizons, enabling us to focus on driving improvements for our customers at a local, regional and global level.”

In addition to the existing program components, which include survey design and deployment, tailored reporting, sophisticated action management and consulting services, the team at RS now plans to dig deeper into customer feedback through text analytics using Confirmit Genius.

“We are very excited by the opportunities presented by text analytics, which will help us take customer insight to a new level,” Mr Brookes said.

“Our relationship with Confirmit has been a true partnership from day one, and I’m confident that by working closely with the Confirmit team on this expansion, we’ll be able to generate greater value than ever before.”

Tim Hannington, EVP, Confirmit, said he was delighted Confirmit will be part of the future of RS for the next three years – and hopefully much longer.

“We’ve developed a close working partnership that has pushed the boundaries of Customer Experience programs, driving culture change from the inside out,” said Mr Hannington.

“RS should be congratulated for both their foresight and the courage to invest in the long-term vision that both parties have developed since the partnership began.

“It’s been truly rewarding to see RS drive the tangible results of their thriving program back into their key operations since they joined us, and I’m sure they will continue to be one of our most innovative and successful clients as their CX program expands.”

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