Brewing a First-Class Customer Experience
Melitta is the 100 year old Minden, Germany based manufacturer of branded products. Founded by housewife Melitta Bentz, inventor of the paper coffee filter, its main activities are production and marketing in the fields of coffee, food storage and preparation, and domestic cleaning. Probably its most well-known product is its fully automated coffee machines.
Melitta needed a fast, simple, and efficient ongoing metric to measure customer satisfaction and brand advocacy across both its branded products (coffee machines, electrical products, filters, garbage bags and others) and also its customer service hotline.
The company made the decision to adopt the CustomerGauge Net Promoter System® to improve, track and monetize their customer experience program.