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Customer Experience at Interfolio

from Alexis Gentile Comrack's portfolio

Interfolio established a dedicated customer experience team last summer. We define customer experience as the collection of ways in which our customers interact with us. They use our web-based products to showcase their experience to the outside world and to manage and send application materials. They email us or call us for help doing those things. Institutions receive our paper or electronic deliveries. Advisors and administrators manage credentials programs at their institutions using our product. Any experience that our customers have with us determine their full customer experience and define their overall impression of and satisfaction with Interfolio.

    Interfolio's Customer Experience Goals

    Goal #1: Create easy-to-use products.
    Goal #2: Provide helpful self-service help for those who want it.
    Goal #3: Provide knowledgeable, friendly and accessible customer service.
    Goal #4: Pay attention to every detail of the customer experience.

    How are we doing?

    We survey our customers 1-2 times per year to gauge their experience. We sent out a survey in December 2008 and received almost 2000 responses. We were thrilled with the response rate and pleased with the survey results.

    Interfolio's Net Promoter Score = 63

    The Net Promoter Score is a tool that companies can use to assess customer experience. One of the questions in our survey was "How likley are you to recommend Interfolio to a freind?" Users were asked to provide answer of 0-10 (0 being "unlikely to refer a friend", 10 being "extremely likely to refer a friend").

    The results:

    73% of those who answered our survey were "Promoters" (answered 9 or 10)
    17% of those who answered our survey were "Passives" (answered 7 or 8)
    10% of those who answered our survey were "Detractors"(answered 0-6)

    As you can see, our "Promoters" outnumbered our "Passives" and "Detractors" combined. This is good news. It doesn't mean we can sit back and relax though. We will always work to improve these numbers.Visit Website go

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Alexis Gentile Comrack

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Background

BA  in  Religion  from  Bates College   more

VP, Customer Experience, Interfolio, Washington, DC  2006 - Present more

Expert in product management, customer experience, account management
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