The Wolters Kluwer parent company had been using Net Promoter since 2007. But in mid-2011, Wolters Kluwer Asia Pacific made a significant departure from the organization’s standard practices. Rather than use Net Promoter® as a tool to provide insights into customer engagement once or twice a year, Wolters Kluwer Asia Pacific implemented daily transactional Net Promoter surveys in an effort to bring the Voice of the Customer back into the organization.

In collaboration with Genroe and CustomerGauge, Wolters Kluwer Asia Pacific began to roll out transactional surveys across a number of its Asia-Pacific markets, including Australia, India, Malaysia, NewZealand and Singapore, in July 2011. The rollout was accompanied by an extensive communications andcorporate video campaign to drive engagement,which has delivered greater awareness of NPS andCustomerGauge throughout the company.
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Wolters Kluwer: Benefits to the Bottom Line