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Prior to the implementation of HPT's tools, the Client Experience (CX) rating score was 6.24 (Q1 of 2013). After the launch of the employee training program and the development of the Client Experience Program, our client saw growth to 6.53 in Q4 of 2014.
The online Star Rating has gone from 3.4 in 2012 to 3.8 in 2014. Also, in 4th Quarter 2012, 50% of clients gave the highest Customer Satisfaction (CSAT) rating possible; that rate improved to 65% in Q4 2014.
Revenue results showed that during this timeframe satisfied clients spent 110% more. Satisfied clients returned at an 85% higher rate – this statistic has remained constant over the last 3 years. Now after 3 full years, 2017 statistics revealed a 148% revenue increase for those that scored us 7 out of 7 in our CX scoring.
Investing in employees is a smart investment for the company. Successful learning & development programs can impact employee engagement - a critical influencer on the client experience. This success has had proven results in Employee Engagement scores, leading to succession paths for employees to become managers and developing the tools necessary for sale teams to be more successful.