Honeywell Improves Customer Satisfaction through Automated Feedback Measurement & Actions

Challenge

Honeywell Global Business Services (GBS) delivers more than 125 services around the world through a combination of processes, people and technology. They wanted to implement a fully integrated and automated customer survey process to gain insights on satisfaction, assess perception of quality, and identify new value-add opportunities.

Solution

MarketTools CustomerSat delivered a 100% automated, online solution that offered immediate access to data, fast action planning, multiple-language survey options, robust, built-in reporting and analytical capabilities to share data across the organization in real-time, and the option to work with a full-service team or use self-service offerings.

Results

• The ability to measure satisfaction for 124 service offerings through relationship and satisfaction surveys offered in ten languages
• Continuous measurement of the effectiveness of action planning processes through topical “pulse” surveys conducted by individual service owners
• Ongoing tracking and benchmarking of customer satisfaction to better respond to customer needs, fix problem areas, and deliver new and improved services worldwide