pme customer satisfaction: new high in 2024
For more than 15 years, pme Familienservice has systematically asked all customers for their feedback and satisfaction after they have made an inquiry. The results are not only used for internal quality assurance, but also help us to keep an eye on our customers' needs at all times and further develop our services.
Our customers love us! And we love them!
In 2024, the satisfaction of employees who used our service reached a new high. A Net Promoter Score (NPS) of +82.1 underlines the outstanding work that our specialist advisors do and the trust that our customers place in us.
In this interview, Christian Keller explains how pme uses the results of the customer survey to continuously improve our services and what role our dedicated feedback management team plays in this.
Christian Keller has been Head of Feedback Management and Regional Manager East at pme Familienservice for over two years.
Why is feedback management so important to us?
Christian Keller: We take a holistic approach to feedback management. It is a substantial part of our corporate culture that we constantly improve our service and develop our products, approaches and materials according to the needs of our customers. For example, this is how our product "Parental advice" came about.
Feedback management as part of quality management is also an important tool for the continuous improvement of our processes.
How is the feedback management process organized at pme?
Our customers can send us their feedback via a wide variety of channels , e.g. via our contact form, the service hotline, the personal contact person or a central email. Regardless of whether it is praise, a suggestion, a complaint or a grievance.
As soon as we receive feedback, it is forwarded to the responsible persons depending on the issue. The people involved check the issue, help out directly or involve other departments, such as IT or Product Development. The entire process is accompanied by our regional feedback managers, who provide support if required.
It is particularly important to us that customers are also kept up to date throughout this process and receive the results of their feedback.
What is the significance of the results of the 2024 customer evaluation?
In addition to the individual feedback we receive from our customers, we also use a scientifically based questionnaire to assess satisfaction with our service after every completed case. This year, we were once again pleased with the very good results.
Over 8,000 customers took part in the survey to evaluate our Employee Assistance Program (EAP), providing us with very meaningful results. Overall customer satisfaction is outstanding, with a Net Promoter Score of +82.1, the recommendation rate is exemplary. This makes us one of the most recommended social service providers in Germany.
All results of the 2024 customer evaluation
How are the results of our customer evaluation specifically used to improve services?
The cross-location and cross-product benchmarks are used to reflect on the measures implemented in the past year in best practice meet-ups, to learn from each other and to make adjustments where action is required.
We also place particular emphasis on evaluating open feedback, which identifies areas where action is required. For example, if one of our numerous online services is not yet mobile-device-capable.
Can you give an example where customer feedback has led to a concrete change?
In the areas where we arrange babysitters, domestic help or therapy places, we have occasionally received feedback in the past that contact could not be established immediately. However, due to the market situation, this is only possible in individual cases, and intensive research is often required first. In contact with affected customers, it was found that there was no expectation of an immediate placement, but occasionally there was a lack of feedback from us during the research period.
For this reason, we have specifically included feedback agreements in our processes, in which the feedback time and the desired communication channel are agreed with our customers.
Thank you Christian Keller for the interview!