In 2014, RS Components undertook a strategic Voice of the Customer (VoC) program with the aim of systematically and consistently capturing insights into the customer experience. This would allow RS Components to gain visibility into, and create ownership of, the customer across the organization through real-time reporting – including individual case management.
The business also aimed to use the program to deliver a consistent customer metric to drive and track customer experience improvements globally, using the insight gathered to determine, develop and deliver improved customer experience through clear journey mapping.
At the strategic level, RS Components wanted to use the program to drive cultural change and business improvement, centered on Net Promoter Score® (NPS) and Net Easy Score (NES) as the strategic KPIs. The VoC program at RS Components has proven to be truly innovative, partly due to its global business scope with multiple customer touchpoints in all regions, and partly due to the willingness of the executive team to make customer experience a board-level issue.