Amplixs and Asito. A successful partnership that has lasted more than 16 years. We advise Asito on how to optimise their client satisfaction and Asito advises us on how we can further perfect our services. In this blog, we explain more about how our partnership strengthens our proposals and Joost Brinkhuis, Quality & Safety Manager at Asito, offers his view on the partnership.
Client satisfaction is about delivering on expectations
Client satisfaction surveys are only successful if clients are willing to look at what’s behind a questionnaire. Asito understands better than anyone that successful client satisfaction research starts with the basics. We engaged Asito in a series of workshops during which we explored the deeper meaning of the company’s core values and client promises. The outcome was that we were much better equipped to conduct in-depth data analyses based on touchpoints within the client journey. The questionnaires now focus more strongly on what the client expects and to what extent Asito delivers on that expectation, rather than just measuring client satisfaction.
“Amplixs understands our business, which is essential for asking the right people the right questions.”
Joost Brinkhuis, Quality & Safety Manager at Asito
Joost is very pleased with the collaboration. “Amplixs understands our business, which is essential for asking the right people the right questions. They always think in terms of solutions, they’re not afraid to say ‘no’, and can always substantiate why. They can act quickly if necessary and, thanks to their expertise, they always know how to find the best solution for every situation. Anyone can copy/paste a survey with some online tooling these days, but we understand perfectly well that there’s more to it. After all, asking people to complete 40 questions is not that self-evident. Amplixs knows how to put together surveys that trigger participants in such a way that we get the information we need.”
Core values versus client promises
Together with Asito, we translated their core values into client promises. The client promises ‘We keep it simple’ and ‘We give clear answers quickly’ are just two examples of what Asito’s services stand for. Client promises we now obtain from Asito’s clients. Each month, we survey between 40 and 60 clients, diving deeper into the client journey and investigating whether client promises at different touchpoints are in line with our services. To achieve this, we use different questionnaires for long-standing clients, for newly acquired clients who have completed the implementation, and for clients who choose to leave Asito.
We did a pilot a year ago and started this track in August. During meetings with Asito’s management, we present our findings and clearly indicate which part of its services has the most impact on the NPS. We know that clients like to be heard and Asito has concrete tools to improve its services. It also resulted in changing some processes to prevent errors. It is nice to see that some areas of concern are no longer rated negatively in the client satisfaction surveys. So the approach is having an impact!
Would you like to know more about how to link your core values to concrete client/customer promises? And how qualitative research contributes to that? Contact us, we’d love to tell you more!