July 2016
TYCO INTEGRATED FIRE & SECURITY Q3 / FY 2016 CUSTOMER EXPERIENCE NEWSLETTER In This Issue… Q3 / FY 2016 Cumulative Net Promoter Score® (NPS®)
p. 1
Feature Article: Why is Customer Experience Important? p. 2 Going the Extra Mile (GEM) Success Stories
Stories & Spotlights
p. 4
Caught in the Act of Excellence
pp. 4-7
p. 3
// FY 2016 Cumulative Company NPS vs. FY 2015 NPS Tyco Integrated Fire & Security NPS — FY 2015 (Entire Fiscal Year)
Tyco Integrated Fire & Security NPS — FY 2016 (Year-to-Date through June)
41.9%
41.2%
// Area NPS — FY 2016 (Year-to-Date through June) Area
# of Surveys
% Promoters
% Passives
% Detractors
NPS %
Central (Fire)
223
55.2
30.9
13.9
41.3
Central (Security)
351
46.4
36.5
17.1
29.3
Ontario/Atlantic (Fire) Ontario/Atlantic (Security)
188 600
63.3 58.0
31.4 31.5
5.3 10.5
58.0 47.5
Quebec (Fire)
61
36.1
47.5
16.4
19.7
9
44.4
33.3
22.2
22.2
62 109
56.5 47.7
27.4 33.9
16.1 18.3
40.3 29.4
Quebec (Security) West (Fire) West (Security)
Click here to view the Q3 / FY 2016 NPS for your office. NOTE: Net Promoter Score, or NPS, is a system of measurement that helps to establish how well our organization is performing in the eyes of our customers. NPS is derived from a single survey question: “Assuming you were allowed to do so, how likely would you be to recommend Tyco Integrated Fire & Security to colleagues within your organization or to other organizations?” Customers respond using a scale of 0 through 10 and their responses are categorized as follows: 0–6 7–8 9 – 10
Detractors - Would not likely recommend TIF&S and are highly vulnerable to switch to a competitor Passives - Are ambivalent about TIF&S and are somewhat vulnerable to switching to a competitor Promoters - Are highly satisfied customers that can often help fuel future business for TIF&S % Promoters - % Detractors = % NPS Page 1
// Why is Customer Experience Important? In our Q2 newsletter (Click here to view), we tried to provide a basic definition and fundamental understanding of customer experience which, while a very commonly used phrase these days, does bear some explanation. But why is customer experience so important? Well, like it or not, we are operating in the “age of the customer” and what that means is the focus is outward on customers. And this era is having significant effects on businesses like ours. Here are a few examples... One is that customers have grown more price-sensitive and are demanding more for their money. Another one is that products are increasingly being viewed as commodities rather than differentiators. That’s true of services as well, especially when customers see no real or perceptible difference. In this sea of sameness, something else needs to increase our value proposition and differentiate us from our competition. People are increasingly comparing business interactions with their personal consumer experiences and this is raising the expectations of how they interact with business-to-business organizations like us. Finally, customer opinions, thanks in large part to the internet, define the success of businesses today. So, if a business gets great and positive reviews, that’s sure to lead toward success. On the other hand, if the reviews are negative, customers may think twice or else leave the brand alone. Let’s face it, customers have a lot of choices today and, as a result, the power has shifted over to the customer. If they feel we can’t meet their expectations, they’ll simply deal with someone else who can. The perception that our customers have of us has an immense impact on our business metrics. Consistently delivering exceptional customer experiences builds credibility and trust, which provide the foundation for solid customer relationships. Once a customer trusts our organization to always act in their best interest and promptly fix any mistakes we may make, we will be rewarded with that most sought after commodity… LOYALTY. And a natural by-product of loyalty is RETENTION. Loyal customers are much more likely to provide us with repeat business and a greater share of their security, fire and overall life-safety budget. And this reduces our operating costs. Several market research firms have estimated that the cost to attract a new customer is at least 6 times the cost to retain an existing customer when customer relationship issues arise. Our most loyal customers often become our biggest advocates, promoting or recommending us to other prospective customers, fueling new growth. Nothing is as powerful as a personal recommendation from a most satisfied customer. In fact, it’s been estimated that word-of-mouth advertising is 10 times more powerful than normal advertising—and 20 times less expensive. An increasing number of senior business leaders believe that customer experience is the next competitive differentiator. In a healthy economy, it can serve as a positive means to command premium prices, earn long-term loyalty, and drive growth. And in challenging economic times, it serves as a value defender — a way to retain customers and control customer attrition. ■
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// Going the Extra Mile (GEM) Success Stories (Little extras that create exceptional customer experiences and drive retention)
// E-mail received by Kelly Swanson (Commercial Installation & Service Manager) about Jeff Boulard and Josh Fudge (London-13) from Lenka Zak of Bloomingdale Mews Apartments: Dear Kelly, I would like to thank you for servicing our security cameras, what an amazing job your technicians Joshua and Jeff did today! Thank you very much! Sincerely, Lenka Zak Building Superintendent // Customer feedback shared by Paul Truong (Service Coordinator) about Rod Kowalsky (Calgary-82): Hi Rod, First, I do apologize for not realizing that this is not your area and yet you were very professional in advising and still picked up the call, thank you. Secondly, Chris from Condillo Foods wanted to let our upper management know that you were very helpful to them and provided excellent service per customer Chris that called me to advise , he said that he does not call to say these things ever but you certainly did something to “wow” him, thank you and keep up the great work Rod…… Regards, Paul Truong // Customer feedback shared by Tom Bergmann (Area Install & Service Manager) about Leslie Gramson (Calgary-82): Leslie, Hats off once again for your commitment to customer service (internal and external) and delighting them. Caron Wood from National Accounts called me and had very nice things to say about your continued support, effort and willingness to go the extra mile for our key customers as Scotiabank, TD Bank and others. This is not only appreciated by her (Caron) but also by our large customers who do significant annual business with us. Appreciate your ongoing contribution. Great team spirit ! Sincerely, Tom Bergmann Do you have a story or unsolicited customer feedback that showcases a great example of an employee or team going the extra mile? If so, please send your story to our Customer Experience Team at
[email protected] ■
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// Stories and Spotlights Migration of Survey Case Action Management from Confirmit CustomerSat to Salesforce (SFDC) One of the hallmarks of an organization’s total commitment to improving the customer experience is how they address a customer’s negative feedback. At Tyco we don’t expect to have 100% satisfied customers, but the professional way that we identify, track and respond to adverse feedback often helps stabilize and improve a customer relationship. Conversely, situations where customers receive no response to their legitimate complaints simply reinforce their perception of being undervalued. While survey action management has always been an integral part of our customer experience improvement process, we are taking steps to further integrate this process into the flow of everyday business by migrating action management entirely to Salesforce. The advantages are compelling:
Inclusion of this process unifies key CSAT information for each customer in one environment – sales opportunities, prior survey results, CSAT scores and action management One process will now be used to address feedback requiring action from all our survey vehicles – Transactional (Post-Service and Post-Installation) and Premier Customer Relationship (PCRS) Improved ability for field management to coordinate action with responsible sales and service personnel Improved tracking of open cases and reporting on the speed of resolution
Web Training: We will be scheduling training sessions to prepare employees with survey case management responsibility for the August cutover from Confirmit/EFM to Salesforce. What you’ll learn: How to access new action management cases once an alert has been sent to your Outlook Inbox How to assign cases to the appropriate personnel in your area How to manage and close action management cases How to track resolution of cases What you need to do: Look for your webinar invitation and sign up for one of these sessions Forward the invite to other members of your team who should also attend Resolve and close as many open survey action management cases in the Confirmit CustomerSat system before our cutover date Ensure that you have an active login for SFDC - verify your access at the following link: Salesforce Login Screen To acquire or reactivate access, send a request to John Kermet (
[email protected]) Salesforce is fast evolving as our company’s hub for ensuring customer success, and a one-stop source for measuring and managing your customers’ experience. We are thrilled to be utilizing this solution to expand the scope of customer satisfaction survey/case visibility and access to a more enterprise-wide audience. ■
// Caught in the Act of Excellence Here’s a sprinkling of the many positive remarks received from surveyed TIF&S customers in Q3. And congratulations to those employees who were personally recognized by their customers for being our ambassadors of excellence:
Toronto-5: Service was well done and timely.
Toronto-5: We were extremely satisfied with the level of service and would definitely come to Tyco for future needs. Page 4,
// Caught in the Act of Excellence, cont’d
Toronto-5: I would recommend Tyco to anyone and everyone. Tyco techs are always very efficient and clean up after themselves. And they always know what they are doing.
Toronto-5: I've built a relationship with people and that's great.
Ottawa-11: We've had the same technician come to our location for years and he's great.
Hamilton-12: He did a really good job.
Hamilton-12: They have friendly techs and a willingness to be flexible.
London-13: Our tech was the best and took care of everything.
London-13: You have great customer service and a willingness to help.
London-13: The tech was very impressive.
London-13: Your organization is exemplary. You guys notice things before we are even aware of them.
Cambridge-14: Anytime there has been an issue, they have been prompt and respectful.
Cambridge-14: Service has improved since last year.
Winnipeg-15: You have been our provider since I began here and the service has been great.
Winnipeg-15: He were very accommodating and went out of his way to correct the problem.
Sault Ste. Marie-19: They show up when we need them and do what we need done.
Sault Ste. Marie-19: They try to get here as soon as possible and they make sure everything is running before they leave.
Nova Scotia-51: They are very helpful with troubleshooting on the phone.
Nova Scotia-51: After they took the equipment down, they cleaned before setting up the new equipment.
New Brunswick-53: Service was great and the tech took the time to explain everything to me.
New Brunswick-53: They were really quick to help and coordinate everything.
Newfoundland-55: The local rep is very easy to reach and responds appropriately. And being able to have that makes a difference.
Newfoundland-55: If I were to go to another company that was looking for a company like Tyco, I would recommend them.
Newfoundland-55: They provide prompt and good service.
Saskatoon-66: The tech did a great job. We’ve never had any problems with Tyco.
Vancouver-80: Keep doing what you're doing. It’s been great.
Vancouver-80: They are a great company that is easy to deal with.
Vancouver-80: Your people are professional and provide details on what we need, etc. And your technicians do a great job.
Vancouver-80: Their tech, Kerry (Indseth), is great! Page 5,
// Caught in the Act of Excellence, cont’d
Vancouver-80: Service has been prompt and the techs are very efficient.
Edmonton-81: The tech, whom I've dealt with many times, did a fantastic job as usual. He had good communication and everything went smoothly as a result.
Edmonton-81: I have already recommended you. The quality is superb.
Edmonton-81: They always come when we need them. And they always check everything and do a good job when they come.
Edmonton-81: The tech made something that would have been complex very simple, and that was good. There has also been good communication with the sales and service person as well.
Calgary-82: The man that came was very knowledgeable, friendly and generally great. He went above and beyond. He walked me around and helped me identify each sensor, so I would know the difference.
Calgary-82: Everything is perfect.
Vancouver-605: Angelito (Mendoza) was a marvelous technician; courteous, efficient, and very professional. It’s very refreshing to meet technicians like Angelito. He was very diligent with his work, which is a rarity with other companies. We look forward to seeing him again for our future inspections.
Vancouver-605: They have good service and are efficient.
Calgary-607: They were in contact with me during all phases of the service. From scheduling the service, to calling and confirming their arrival time on the day of the service. Once on site, they explained what they were going to do and let me know when they would need to talk to me... Very professional.
Calgary-607: Juan (Cardozo) is doing a good job. He is knowledgeable of his work with our kitchen suppression system inspection.
Calgary-607: They have a friendly crew and a good sales rep.
Calgary-607: They are pleasant and organized.
Calgary-607: Their staff has great personality.
Edmonton-608: You need to recognize Real (Rondeau) for the great work he is doing in keeping his customer happy.
Edmonton-608: The tech was wonderful. He always does a great job!
Edmonton-608: The technician was efficient and showed concerned for our situation.
Edmonton-608: They were great with communication and very helpful in explaining what they were going to be doing.
Edmonton-608: The service is great.
Fort McMurray-609: The service tech was great.
Winnipeg-612: I like doing business with you.
Lethbridge-613: The tech was great.
Lethbridge-613: They have a great local team and service coordinator. Page 6,
// Caught in the Act of Excellence, cont’d
Toronto-615: I am so likely to recommend you because of the service I get from your techs and my local management rep.
Toronto-615: They are very well organized and very dependable.
Toronto-615: They are always on time.
Toronto-615: The techs were professional and friendly.
Hamilton-616: Great service!! Garth (Goodburn) is first class!!
Hamilton-616: The techs that came were great!
London-617: Response time is good.
Montreal-618: Bryan (Anemaet-Burns) is a professional.
Montreal-618: Excellent service employees.
Montreal-618: Good service.
Montreal-618: Beautiful team!!
Quebec City-619: Excellent service; competent, cordial and efficient. Thank you to all the team for your support.
Ottawa-622: What started as a very low likelihood of recommendation at the beginning of the contract period has steadily increased. Issues and concerns have been taken seriously and there has been a noticeable and appreciated concerted effort to make improvements in communication with the customer, coordination and scheduling of work, and completion of work on time. Deficiencies are dealt with promptly and professionally with a commitment to get it right.
Moncton-625: They are prompt, professional, and able to answer our questions. Great service; never disappointed.
Moncton-625: Great service.
New Foundland-626: They provide good service. And their people are friendly and courteous.
New Foundland-626: They stick to the quoted price and provide excellent service.
New Foundland-626: They keep their scheduled appointments.
Kingston-632: I have been a customer for over 11 years and have absolutely no complaints with your company. In fact, I have several times asked if there was anything higher than “10” to rate.
Toronto West-3050: The tech, Shawn, did a great job.
Regina-3103: Their service was good and the service guys were helpful. I also appreciated the call taker when the alarm went off.
Regina-3103: They are a good as a security provider. ■
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