Customer experience measurement easing the mind of the staff

"During the crises raging around the world, we are very happy that our customers' experiences of our operational ability have even improved. It is very rewarding news for our staff", says CEO Ari Numminen from YTM-Industrial Oy. 

"At the moment, many companies are working under high pressure in order to meet customer needs and deliver orders. The speed and accuracy of deliveries have become incredibly valuable among our customers. Our staff is constantly concerned about it, so it was very reassuring to see that we have succeeded very well. Many thanks to our staff for that." continues Ari Numminen.

"YTM and Melba Digital Oy started working together in measuring the customer experience in 2020. Now, looking at the fresh results in 2022, we also had development figures at hand. Alongside the customers' experiences, our own personnel also evaluates our performance and competence - in exactly the same way and with the same metrics as the customers. It offers us valuable comparative information, which we in the management team actively utilize."

"Melba's customer experience concept has developed continuously. We have already cooperated in other, previous contexts, so Melba is a familiar partner. At the results debriefing events, there is always a large group of us listening to Melba's Jukka Järvinen's views. Next, Jukka deconstructs the results to the sales team," finishes Ari Numminen.