Transforming Experience and Driving Increased NPS for a Nationwide Moving and Storage Business

OVERVIEW:
A nationwide moving and storage company requested the assistance of Stonehill to increase their customer satisfaction scores. The scores from their proprietary surveys were good averaging 4.5 out of 5.0, but the client desired scores of 4.75 or greater.

APPROACH:
Stonehill started the engagement by mapping the customer journey, from the first contact to post-move interaction after all service is completed. Stonehill achieved this through interviews with senior management, business partners and employees; through observation of interactions with customers (which included reviews of sales and service team phone calls, emails, forms and customer survey comments); through review of service time frames (e.g. hold times, length of phone calls, etc.); and through “immersion” where we acted as secret shoppers. After analyzing the data, Stonehill held Design Thinking sessions with client representatives to identify “moments that matter” and implement innovations to increase the survey scores. 

RESULTS:
Within 2 months of time Stonehill had mapped and scripted all of the companies client facing operations procedures. They worked with leadership, management, and staff to identify improvements and implement over a 30 day period. The companies survey scores increased by 27% and overall revenues increased by 30% within 6 months of beginning the engagement.