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The annual customer survey initiated in 2014 is a reliable and vital tool for identifying the needs and requirements of Arvato customers and measuring their satisfaction with Arvato solutions.
The survey primarily focuses on determining the Net Promoter Score (NPS), the global standard for assessing customer satisfaction.
In addition to the NPS, Arvato also surveyed overall satisfaction with the company's services in terms of partnership, innovation capability, solutions, and services.
“This year's results confirm that our strategy of putting the customer at the center of our efforts is paying off,”
said Frank Kebsch, CEO of Arvato Financial Solutions. With an NPS score of 39, the international financial services provider ranks well within the top third of the benchmark.
The survey results also highlight areas for improvement, particularly in terms of innovation capability.
“Of course, we are delighted with our customers' recognition. But feedback on weaker categories is equally important. Alongside the positive feedback, we are focusing our attention on these areas to better align our work with customer needs and thus further enhance their satisfaction,” Kebsch added.
The individual results were thoroughly analyzed, and further actions have been planned for 2018. The declared goal is to grow together with our customers and successfully shape our future together.
About Arvato Financial Solutions
Arvato Financial Solutions is a global financial service provider and part of Arvato, a subsidiary of Bertelsmann SE & Co. KGaA.
As a Financial Solutions Provider, the company serves nearly 10,000 clients, including major industries such as retail/e-commerce, telecommunications, insurance, banking, and health, making it Europe's number three integrated financial service provider.