1. The Voice of the Customer Shows a Great
Team That Needs Product Investment
• People are a major driver of the high Net Promoter Score
• Quality of products scores a 9 on importance (very high correlation), but a
“passive” 7.5 on quality – Improving this area (moving it up) will drive
revenue growth that scales without increasing costs
Implementation
Product Quality
Continually
Improves
Value for Money
Support
Account Team
Quick Resolution
Training
Ease of Doing
Business
Billing
6
6.5
7
7.5
8
8.5
9
6.5 7 7.5 8 8.5 9 9.5
Importance in driving satisfaction
Degree of
satisfaction
Primary drivers of
additional purchasing