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The IKEA business idea is to offer a wide range of home furnishings with good design and function at affordable prices for as many people as possible. Customers are highly valued and therefore IKEA has always invested in their employees' competence assurance and growth.
With esMaker the quality of customer service is easily supervised and improved. New co-workers can receive on-demand training in order to get fast insight in IKEAs procedures. Experienced employees can check and improve their knowledge level within their working area. The survey tool is also used to evaluate lectures from the participants as well as the lecturer’s point of view. For example the lecturer is asked to grade him/herself on today’s lecture and the participants are asked to grade the lecturer also. Then the two surveys are cross-compared and the right improvements ensure continuous development. It works the same way with customers, they are asked their opinions on the service they receive and employees are asked about the service they give.
ntl: is the UK and Ireland's largest cable operator and a leading provider of broadband and communications services. Today ntl: has over 3 million telephone, TV and internet customers, a third of which are broadband subscribers.
ntl: measures customer satisfaction continuously with esMaker. Overall customer satisfaction surveys are created on a monthly basis but specialised measurements on latest news and developments are also carried out ambitiously. This way ntl: stays ahead of their competitors and receives real-time up-to-date information on their investments.
In Sweden, Apoteket is the sole retailer for medicinal products. That goes for both prescription and over-the-counter medicine. Apoteket is owned by the state and is non profit-oriented. This means that people obtain all medication, without variations in price, wherever they live in Sweden. Many of the employees have a university education. Approximately half of them are pharmacists or dispensers. They have specialist training in pharmacology, i.e. medicinal sciences. Apoteket has approximately 900 outlets around Sweden.
Before Apoteket implemented esMaker the employees had to travel once a year to Stockholm, Malmö or Gothenburg for training about the newest science within medicine and to learn more about latest research within different fields. Today all employees learn what they need to know interactively at their desktops, on-demand and at their own pace. This has saved Apoteket millions in terms of travel costs, allowance for expenses and time savings since the employees receive local training.
esMaker has been applied within the organisation as a complementary tool for securing quality level concerning competence with their personnel. Customer surveys are sometimes carried out with touch screens that are strategically placed so the customers can answer simple questions about products and service level. This way Volvo Passenger Cars receives continuous feedback from their end-customers.
The Swedish Post Office has a business controlled organisation that works in networks, project environments and partnerships focusing on service development, business opportunities and profitability. The Swedish Post Office’s on-time delivery performance score for overnight domestic First-Class Mail is better than 95 percent.
The Swedish Post Office chose esMaker for conducting their surveys because an employee without programming skills can master it. Furthermore they can ignore downloading pictures of the right size and format since esMaker automatically transforms them to fit the survey. The Swedish Post Office uses esMaker to continuously carry out employee satisfaction surveys and follow changes over time. This way the organisation applies its resources most effectively.
Kalmar has over 100 years of experience in lifting and moving heavy loads in more than 140 counties around the world. Kalmar’s promise to ‘make things easy’ includes solutions that offer everything from driver assistance to contract maintenance, fleet management and pay per performance.
esMaker is used for its simplicity and comprehensiveness. Using esMaker, Kalmar monitors different countries' performances and directly compares them in the same survey. At the same time, performance over a longer period is also followed. Individual countries easily access information of their own performances in just seconds.
