One of the core values of Symantec is being customer driven. With an understanding that loyalty is a key indicator of long-term success, the company adopted Net Promoter in 2004. Net Promoter is a loyalty metric and management discipline that has been embraced as the standard for measuring and improving loyalty.
Symantec selected Satmetrix solutions as a key customer listening mechanism to monitor customer experience and drive improvements across the enterprise.
Since introducing the Net Promoter methodology, the CBU (Consumer Business Unit) has seen impressive results. Not only have they achieved over 50% of their Net Promoter Score (NPS) for the Norton Internet Security (NIS) and Antivirus (NAV) product lines, but they have also seen improvements in areas such as support satisfaction, support costs, and call efficiency.
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Stefan Osthaus, Vice President, Consumer Experience at Symantec will be speaking at the Net Promoter Conference in London on June 4-5: www.netpromoter.com for more info.