Asito has over 10,000 employees who work for a better and cleaner living environment every day. The company has been named the highest-rated cleaning company in the Netherlands for years. To continue meeting its clients’ expectations, Asito must constantly be aware of its clients’ experiences. Amplixs’ updated approach helps Asito to continuously optimise its clients’ experiences.
What does Asito stand for?
The only way to properly measure client satisfaction is by establishing clear and measurable core values and client promises. This is why the workshops we offer for our 360-degree approach are an important starting point to fully understand what the client stands for – not just for us but also for the client. This proves to be quite essential as the first workshop often brings to light to what extent the ideas about client values and client promises diverge. Once Asito had established these, the second workshop was attended by mostly operational people who knew what Asito’s client journey looks like. Together with this team, we identified and described the various interactions between the clients’ vis-à-vis different touchpoints in the customer journey. Where did they coincide with the client promises and what were the subsequent behaviours?
During a third workshop with Asito, and as the company doesn’t have a CRM system to give us regular client information, we coordinated how data can be obtained by actually inviting respondents. The final session focused on putting together the questionnaire.
“Asking fewer questions and still knowing more.”
Joost Brinkhuis, Quality & Safety Manager at Asito
Less data, much more relevant information
Amplixs’ new approach is all about focusing on relevant information on which the client can take immediate action. Asito’s clients – who are mostly facility managers and operational managers – can use our advanced surveys to decide in advance on which topics they want to give feedback. This may result in less data, but it does offer a lot more relevant information that clients wish to share. Based on algorithms that analyse responses, we can extract information that links to a customer promise. Such information gives a clear idea of to what extent expectations are met or if we see a discrepancy between Asito’s defined customer experience and customer promise.
As a next step, based on a comprehensive data analysis, we can offer Asito concrete recommendations followed by their implementation. Our advice is always action-driven, intended for a team or an employee responsible for a specific part of the customer journey. Advice that Asito can use in a targeted and effective way to further optimise its clients’ experiences!