Ceridian’s Multifaceted Approach to Customer Listening Produces Dramatic Results
Customer Advisory Boards, net promoter scores, executive listening and related efforts illustrate Ceridian’s heightened customer focus; all key customer satisfaction indicators are rising
Minneapolis (July 07, 2009) – Ceridian Corporation, a leading provider of managed human resource, employee benefits administration, tax filing and payroll outsourcing solutions, announced today that its sustained customer loyalty strategy continues to have a profound effect on the delivery and support of its entire spectrum of human resource (HR) solutions. Key measuring methodologies implemented in 2007 provide a continuing snapshot of overall rising customer satisfaction levels.
“Ceridian is a customer driven company,” notes Kathy Marinello, Ceridian Chairman and CEO. “It is clearly articulated as one of our top key business strategies and over the last three years we have put in place a variety of specific programs and practices designed to enhance our customer listening efforts. Our efforts are having a profound impact on our business.”
Four cornerstones of Ceridian’s enhanced customer focused strategy include customer advisory boards, net promoter scores, executive customer listening visits and continued refinements to Ceridian’s customer service and implementation Centers of Excellence.
Ceridian’s customer advisory boards (CABs) have been established across all parts of Ceridian’s business. The CABs are comprised of Ceridian customers and are designed to provide the company with invaluable feedback on all aspects of Ceridian services and support. The CABs meet in person at least twice per year, and by phone at least three to five times per year. Considered as a whole, the CABs provide Ceridian with an honest, clearly heard voice of the customer.
Over the last two years Ceridian has been measuring customer satisfaction using net promoter scores (NPS). NPS surveys existing customers and asks them to use a 10 point scale to rate their willingness to recommend Ceridian products and services to their business colleagues. The feedback obtained from these surveys indicates that over the last two years Ceridian’s NPS scores have steadily risen. Today Ceridian customer retention levels are at an all time high.
Periodically throughout the year all key Ceridian executives engage in customer listening visits. These high level meetings are designed to follow-up on NPS scores, interview customers about any issues or concerns they might have about Ceridian products or services, and generally listen to what customers have to say about Ceridian. The feedback obtained from these interviews is analyzed and in part used to identify appropriate action plans which in some cases are integrated into overall improvement initiatives.
Over the last two years Ceridian has also engaged in broad refinements to its Centers of Excellence. Ceridian has established multiple Centers of Excellence for customer service and implementation. These two types of Centers use an increasing variety of techniques, processes, methodologies and technologies to provide Ceridian’s customers with the industry’s highest level of customer support. Interested readers can find customer comments about the positive impact of Ceridian’s implementation efforts at Ceridian Continues to Build Out Implementation Centers of Excellence, and Ceridian Solutions Improve Restaurant Group’s Human Resource Operations, Productivity.
Ceridian continues to focus on the voice of its customers. Through its customer advisory boards, net promoter scores, periodic customer listening visits, implementation and customer service Centers of Excellence, and a variety of other initiatives Ceridian continues to insure it offers the finest customer care in the industry, for today and tomorrow.
Readers interested in learning more about Ceridian’s continued customer focus techniques and efforts can read more in Ceridian Connection, Ceridian’s monthly enewsletter designed to keep you up-to-date about the latest Ceridian news and emerging trends in the payroll and human resources industries.
Source: Ceridian
