27 November 2018
Antwerp, 21 November 2018. HR service provider SD Worx has won a customer orientation award in the Business Change or Transformation category. The award was presented by the Customer Experience Professionals Association (CXPA).
Customer orientation has been a priority for SD Worx for many years. In 2015, the organisation summed up its customer vision for the SME segment in three words: simple, specific and promise. SD Worx set up the Mindcraft project to turn that promise into a reality. The result is that three quarters of SME customers currently give SD Worx a score of nine out of ten, which equates to a 49% increase since the start of Mindcraft.
The idea behind Mindcraft is to detect and resolve possible customer dissatisfaction before complaints arise. By offering a proactive response, SD Worx is able to turn negative emotions into positive experiences. The aim is to achieve a score of at least nine out of ten in the next customer survey. At present, around 1,000 customers each month give the organisation a nine or ten out of ten, and that number is continuing to rise. SD Worx is aiming to roll out Mindcraft in all its offices in ten different countries.
One of these satisfied customers, Benoit Van Huffel of Viata online pharmacy, explains his score: "While speaking on the phone with the payroll officer, a technical issue came up, so we switched to a conference call that also involved a legal officer. Together, they answered my question quickly and efficiently with no need for lots of phone or e-mail correspondence."
SD Worx has received international recognition with this award, which it shares with OneStone, the partner that devised and set up the Mindcraft project.
Kurt Stragier, Customer Experience Catalyst at SD Worx: "We initially launched Mindcraft in Belgium, and now Germany and the Netherlands have jumped on the bandwagon, too. The award is a great way to recognise the special journey we have made together to make our organisation even more customer-oriented."