case

Data-driven insights with impressive results

Meticulous craftsmanship, timeless design, and an exceptional customer experience are three drivers for Danish design company Fredericia Furniture. As part of their continuous development journey, the company decided to conduct their first customer survey. Here, Ennova's customer relation survey became the key to a data-driven foundation for further work on customer experience – and the results spoke for themselves.

Fredericia Furniture is a family-owned Danish design company founded in 1911. With its long history, Fredericia is a co-founder of Danish modern design, and clarity, honest materials, and human empathy are at the core of the company. Fredericia's passion is to create modern originals that are rooted in their heritage and relevant to a global audience.

Source: https://www.fredericia.com/

INDUSTRY - RETAIL
PRODUCTS - CUSTOMER RELATION SURVEY

SOLUTION
An intuitive platform and a customized survey

RESULT
Exceeding benchmarks and actionable insights

CHALLENGE

The company's first customer survey

Fredericia is a company with high ambitions across the board – from product to service. As they strive to deliver excellence on all fronts and continue the constant journey of development the company is on, it was crucial for Fredericia to know how their customers see them.

Fredericia was therefore faced with conducting their first ever customer survey. As this was a completely new process for the company, Fredericia needed a partner with solid expertise in customer surveys: a partner who could advise and support them before, during, and after the survey had been conducted.

"It's crucial for us to know what our customers think of us and how they experience our collaboration, so that we can get even closer to them."

Helle D. Smedegaard, Head of Customer Care Aftersales
Fredericia Furniture

Solution

An intuitive platform

Order and thoroughness are two of the core principles of Fredericia's design and work. It was therefore crucial for Fredericia that the solution they chose reflected both – and these principles were met with Ennova. With Ennova's customer relation survey, they were able to dive into what their customers' relationship with the company looked like in practice.

It was Ennova's customer experience platform in particular that made the solution the ideal tool for Fredericia. The platform's intuitive design with many practical features such as sorting options and the ability to extract specific data into files met their need both to get a general overview of the survey results and to go one step deeper.

"One of the deciding factors in choosing Ennova was the platform. It's very usable and easy to navigate. You can sort data pretty much any way you want and make extracts directly from the platform."

Customer Relation Survey

Our Customer Relation Survey helps you identify the key drivers of your customer satisfaction and explore potential improvement areas.

The ability to add tailored, company-specific questions to the survey as an add-on service allowed Fredericia to explore the areas that were important to their strategy and business.

Furthermore, it was interesting for Fredericia not only to gain insight into their own customer relationships, but also to compare their results with others - and here Ennova's benchmark measurements were the perfect tool:

"The primary purpose of the survey was to learn more about how we perform with our customers, but it's definitely also interesting to know how we perform in relation to others."

Ennova was able to offer Fredericia a solution that included not only an easy-to-use all-in-one platform and a customized survey structure. It also included a supportive sparring partner and advisor with plenty of experience to draw on; a CX package solution with everything a company needs during a first-time survey and a strong starting point for further work on the customer experience.

"The primary purpose of the survey was to learn more about how we perform with our customers, but it's definitely also interesting to know how we perform in relation to others."

Helle D. Smedegaard, Head of Customer Care Aftersales
Fredericia Furniture

Result

Exceeding benchmarks and actionable insights

Ennova's Customer Relation Survey gave Fredericia access to direct feedback from their customers. An impressive CX performance score of 91 against a benchmark of 77 demonstrated Fredericia's high level of customer satisfaction. At the same time, a Net Promoter Score (NPS) of 84 - more than double the benchmark - provides data-driven proof that their customer loyalty is top-notch.

Net Promoter Score (NPS) of 84 - more than double the benchmark - provides data-driven proof that their customer loyalty is top-notch.

Using the company-specific questions, Fredericia has gained insight into the characteristics with which customers associate them. This concrete mapping of customer perceptions has allowed Fredericia to test their strategy and evaluate how well their brand image and brand identity align:

"We have a vision and a strategy, and we want to test it. It was therefore crucial to include company-specific questions in the survey."

An active use of data in multiple contexts

The survey results have been actively used in Fredericia's customer satisfaction work in several ways: Data on customers' expectations for future business with Fredericia has enabled the sales team to respond to both positive and negative feedback in record time:

"We were able to react immediately to the few less positive responses we received in the survey, which was a very high priority for us."

The concrete customer statements collected through the survey have served as an internal motivational tool for the Customer Care team: Through the statements, they have been able to illustrate how satisfied customers are with their service.

"It's a big pat on the back for our employees to hear from customers that they like working with us; not just the salespeople in the field, but the back office as well. It's one thing to be able to say that to them, but it's even better to be able to back it up with real, concrete data."

Helle D. Smedegaard, Head of Customer Care Aftersales
Fredericia Furniture

Overall, the great results have confirmed Fredericia's ability to meet their KPIs - and that it's all about maintaining a high level of customer satisfaction. They have also gained good experience for the next time they need to conduct a customer survey and know which questions are relevant and which are less important.

A collaboration with aligned values

Trust and credibility are among the most important values for Fredericia when choosing a partner, regardless of the area of collaboration. In this respect, Ennova has been the perfect partner. The entire process has been characterized by complete trust and the necessary support in a first-time project from a sparring partner with a clear professional background.

"The most important things for us in a collaboration are credibility, trust, and the necessary support. These are values that we work from ourselves, and they are also the requirements that we have for a supplier. And I think that has definitely been the hallmark of the collaboration with Ennova. We are very satisfied with the solution we have received."

Helle D. Smedegaard, Head of Customer Care Aftersales
FREDERICIA FURNITURE
www.fredericia-furniture.com

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