BIAXPLEN meets with clients to discuss feedback collection enhancement

BIAXPLEN has held an online meeting at the SIBUR Business Practices platform to discuss the results of the customer satisfaction survey for 2H 2020.

The survey, which covered 200 of BIAXPLEN's partner companies, registered a 10-point growth in the company’s NPS. It showed a rising client loyalty and satisfaction and increased willingness to recommend BIAXPLEN as a partner. The respondents were also interested in developing the company’s existing interaction formats to improve cooperation. At the meeting, BIAXPLEN unveiled a plan aimed at boosting its NPS. It includes measures to simplify and speed up the handling of complaints, expand the product offering, and streamline internal flows of end products for better order picking.  

The event was attended by 44 client companies, as well as the heads of  sales, technical support, logistics, and marketing at BIAXPLEN. The clients spoke in favour of holding regular informational webinars on NPS results involving various BIAXPLEN functions. BIAXPLEN will continue focusing on customer feedback and plans to invite more participants to such meetings.  

Maxim Fedorov, Product Development Manager:
“At BIAXPLEN, we evaluate and monitor customer satisfaction on a regular basis. Our goal is to ensure a continuous growth in the partners' willingness to buy and recommend our products. I am very pleased that we were able to discuss the quality and speed of our work with clients and chart further steps for strengthening our relationships.”