Atlanta, Georgia: ADT already known and respected industry wide for their stellar customer service is now raising the customer service bar even further. For the past year now ADT has been working closely with J.D. Power and Associates, the industry leader in customer satisfaction research, to create a custom metric for ADT that empirically measures three things:
- How satisfied ADT customers are,
- Whether they plan to renew their service and remain a customer (“loyalty), and
- Whether they would recommend ADT to a family member or friend based on their experience (“advocacy”).
These three components are combined into what ADT calls the Customer Obsession Index, a measurement of ADT customer satisfaction, loyalty and advocacy. ADT will earn points on the index only when our customers give us an excellent rating such as a “10” on a scale from 1 to 10. The index includes feedback from new customers.
The Index is Only as Good as The Actions That Come From It
In addition to the index score measuring overall customer satisfaction, loyalty and advocacy, the index gives ADT works feedback on their performance across several customer touch points such as friendliness on the phone, the professionalism of the sales representative, the installation technicians concern for his/her customer’s needs, the ease of using the alarm system, and even the clarity of information on the customer’s bills.
The J.D. Power designed Customer Service Obsession Index scorecards with all of their excellent feedback and information, will be customized and reportable by geography, location, branch, and even ADT Authorized Dealership such as American Guardian’s Atlanta headquartered dealership.
The Customer Obsession Index scorecards are the most powerful tools that we now have at our disposal to ensure that our actions and behaviors are those actions and behaviors that our valued customers genuinely want.
Everyone at ADT Has a Role to Play
Now literally everyone in the ADT organization has a role to play. Everyone is accountable. Now each team member is accountable for delivering a World Class ADT customer experience.
In order to rapidly ensure that World Class experience for their customers, the ADT Customer Experience Team is providing advanced training the week of November 11th for managers who work for ADT corporate and for leaders at ADT Dealerships.
American Guardian employees will be participating in the training on Monday, November the 11th.
For the most competitive equipment prices on you Atlanta Security Systems or your Security Systems Atlanta, call American Guardian at (770) 446-9577.
Get the best pricing as well as the best overall customer experience through American Guardian, Georgia’s oldest and most trusted ADT Security Dealer.