A Culture of Customer Satisfaction Generates Business Growth at SimplexGrinnell

Challenge

SimplexGrinnell, a Tyco International Company, is a leader in fire and life-safety systems and services, with one million customers, 150 local offices, and over 200 years of history in the fire business. They needed to capture, share, and act upon customer feedback in a systematic way to improve customer relationships and expand business opportunities.

Solution

A comprehensive enterprise feedback management (EFM) platform with MarketTools® CustomerSat™ was deployed to measure and improve customer experiences across the company.

Results

Primary satisfaction indicator up 210% since program’s inception
Ability to monitor 10,000 customer satisfaction ratings and share intelligence among 150 local offices
Action Management enables quick identification of customer issues and immediate response capabilities

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Back to Customers

“We’ve learned that increasing customer satisfaction generates new business in ways you wouldn’t predict. When we identify and solve a customer’s problem quickly, that customer becomes an advocate for us.”

Jim Spicer

President

SimplexGrinnell

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