Case Study: Nilfisk-Advance achieves higher global customer satisfaction and faster issue resolution with CustomerGauge

Nilfisk-Advance polishes global customer satisfaction

Nilfisk-Advance, a Denmark-based global manufacturer of industrial cleaning equipment, was hampered by lengthy 30–35-question surveys that produced low response rates, high time costs, and no automated reporting. To get clearer, actionable feedback it partnered with CustomerGauge to roll out a global Net Promoter program focused on two customer groups (dealers and professional end users) and targeted surveys at the customers representing 80% of turnover in each market.

Using CustomerGauge’s Firefighting tool, Nilfisk-Advance set KPIs for rapid issue handling—measuring time to first contact and time to final resolution—resolving most problems locally and escalating global cases via automated alerts and a dedicated board for fast closure. The program embedded systematic follow-up, increased management visibility, strengthened customer service, and moved the company toward its goal of becoming Customers’ Preferred Choice by the end of 2015.

Nilfisk-Advance

Jacob Christensen

Global Marketing Intelligence Manager