In its annual 2011 Customer Satisfaction Survey online payment provider GlobalCollect says it received high satisfaction rates from its clients.
GlobalCollect has announced the results of its annual global satisfaction survey which was carried out by independent researcher Ipsos in October 2011. Looking at Net Promoter Score (NPS), Customer Satisfaction, and Loyalty the survey results show that merchants acknowledge the efforts undertaken throughout 2011 to align GlobalCollect’s strategy further to help them grow their international footprint and revenue.
In summary, customers recognised GlobalCollect delivering results in three key areas in 2011:
- Keep clients happy and satisfied.
- Focus on innovation and additional services.
- Deliver success through motivated employees.
Praise for GlobalCollect
A significant rise was seen in the overall NPS score and even more so in the top merchant segment, with increases of +7% and +27% respectively. Overall, 87% of merchants said that they are satisfied with GlobalCollect’s services, in particular:
- The broad payment product offering.
- The extensive global coverage.
- The diversity of available currencies.
- The relationship management and consultancy capabilities of customer-facing teams.
In terms of Loyalty, GlobalCollect scored +3 points above the Ipsos Loyalty benchmark.
Customer Advocacy
Koen Vanpraet, CCO of GlobalCollect, said: “I am delighted to see how our customer focus driven by our Customer Advocacy Program is being acknowledged by merchants in their overall experience with GlobalCollect. That said, there is always room for improvement. All measures taken to optimise and customise our service and product portfolio further are identified in close liaison with our merchants and it is fantastic to see how enthusiastic they are to contribute to our initiatives. So watch this space, there is much more to come in 2012!”
About Paul Bessant
