Read How Nets Identified the Root Cause of NPS Levels

From Apparent Alignment to Digitalization and Embedding Processes in Behavior

STARTING POINT

• Nets is owned by a private equity firm
• Digitalization, acquisitions, and growth are top priorities
• Customer satisfaction is under pressure in SMT across Sweden, Denmark, and Finland
• Processes are not being followed, with no clear understanding of why

CHALLENGE

• Leadership conducted its own analysis but found no significant insights
• Manual inquiries and long wait times have resulted in low customer satisfaction
• A sense of busyness without progress affects employee engagement
• Sales autonomy

PROCESS

• Deep dive into analyses, metrics, KPIs, NPS, FTR, etc.
• In-depth interviews with leaders and employees
• Listening sessions with sales reps and managers
• Real-time observations of meetings, feedback sessions, etc.
• Reporting on key pains in the value chain across Denmark, Sweden, and Finland

RESULTS

• Digital handling increased from 64% to 95%
• Customer loops reduced by half
• Onboarding speed improved from 8 to 2 days
• First Time Right increased from 53% to 70%, and NPS improved from -27 to +10

TIPPING POINTS

• Strategic clarity and values alignment in leadership
• Factual insights and causal connections from the gap analysis
• Courage to act on the recommendations from the gap analysis