How BOBST implements the art of listening to customers

Winning the trust of customers becomes a reality when their opinion is actively heard and there are means to put their feedback into practice. To ensure lasting relationships, BOBST always seeks to understand the customers’ points of view, offering solutions that fit their needs, in addition to proposing process improvements that would not be possible without this valuable feedback. For this approach to succeed, clear means of communication that record their true perceptions and serve as a guide to maintaining a process of continuous improvement are key.

To ensure that the opinion of the customer is always heard and to serve as a guide to improve the interaction, BOBST works with the following tools: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Artificial Intelligence (AI). With the data obtained, we can implement new features and exclusive solutions so that our services always meet 100% of our customers’ expectations.

The NPS records the experiences of BOBST’s customers, in addition to finding ways to enhance them and offering dynamic and accurate interactions through the Customer Care team, which deals with all requests with agility and assertiveness.

To build even more value, the CSAT indicator tracks and understands customers’ satisfaction with BOBST products and services, as well as their experiences with the company itself. In this way, BOBST can always guarantee the highest quality standards.

BOBST ensures that customers have easy access to all parts and consumables, and simplify technical services through the CES, a key tool to reduce waiting times and the effort to exceed their goals.

By adding the power of AI, we get an accurate reading and deep understanding of customers’ perceptions, helping to promote new perspectives for continuous improvement and new ways to ensure their confidence and success.

To make all this a reality, BOBST counts on the support of its customers, who, by offering their valuable feedback, help to enhance the experience even more, making processes faster, simpler, and more intuitive. BOBST is always seeking to ensure the trust of customers with its products and services. Will you join us?

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