For each employee at QOCO, our customer comes first. It is simply in our DNA. To ensure we don’t miss a chance to improve our performance, we regularly measure customer satisfaction and ask for feedback from our partners. In this article, we share the philosophy behind our customer experience management and what stands behind Rolls-Royce’s evaluation of QOCO work. 

Net Promoter Score (NPS) and Rolls-Royce evaluation 2020

At QOCO, we apply a standardized procedure for measuring customer satisfaction that ensures the sustainability & quality of results over time. As part of that process, Net Promoter Score (NPS), measures how likely a customer is to promote our company based on their experience. 

As an advocate of customer-first strategy, QOCO’s goal is not only to achieve the highest score, but to also receive valuable feedback that provides us with additional action plans to deepen our relationship with clients, increase retention and loyalty. QOCO crew dont just focus on the NPS number. In analyzing these results, we ensure that each and every individual written comment has been handled with the utmost care. This helps us to consistently bring more value and adapt to the evolving needs of our global operating clients. 

At the end of  2020, we asked Rolls-Royce to share their experience of working with QOCO. Our team was extremely proud to receive a score of NPS 100, equivalent to the highest level of customer satisfaction by QOCO’s NPS framework. We are honored to be able to support aviation industry leaders with EngineData.io solution that enables secure, automated data streams between Rolls-Royce engines and airlines. Rolls-Royce and QOCO will continue to work in tandem to help airlines optimize business processes. By automating real-world data exchange with Rolls-Royce digital services and EngineData.io, carriers can reduce operational costs, gather insights on each trip, maximize Trent engines’ utilization and optimize maintenance schedules. 

Excellent customer satisfaction results are supported by a customer experience management strategy, which is based on three cornerstones.

• An agile and proactive approach to work. QOCO crew prioritizes solving client’s requests on time and delivering effective solutions.
• Highly experienced crews. We are proud to say that our employees have the best qualification and experience in the industry.
• Excellent team. Human touch always makes a difference. Besides being recognized experts, people at QOCO have proven to be valued team members who collaborate effectively with our global community.

With excellent NPS results, we at QOCO feel there is always room for improvement. Analyzing comments brought to light several focus areas for our team to develop further. One of the key bases that support improvement is our recent ISO 9001 and ISO 27001 certifications that helped QOCO to formalize existing processes, develop necessary documentation, improve information security guidelines, and in essence, build a management system from the ground up. 

Few examples of feedback received from Rolls-Royce.

“Consistent high quality of work delivered with a smile”.

“Reliable and robust delivery for customer engagement and technical solution”.

“High quality of work delivered promptly and by people who are a pleasure to work with”.

“QOCO honesty and can-do attitude”.

“Quality of work, responsiveness, proactivity”

Read more about QOCO and Rolls-Royce Partnership: Rolls-Royce Opts for QOCO Systems as Digitalisation Partner