Zebra Location Solutions, a division of Zebra Technologies Corporation, is widely renowned for its innovative products, comprehensive service and customer support. This has been further recognised by an increase of 18 per cent on the 2011 results in the recent Net Promoter Score (NPS) 2013, which is a measure of customer satisfaction and relationship loyalty.
The increase in customer satisfaction can be attributed to Zebra’s unique project methodology, which was developed by its professional services team. The structured and proven implementation approach is based on different elements of hundreds of successful projects implemented by Zebra Location Solutions worldwide, including Getrag-Ford, US Air Force and Whirlpool Corporation.
Zebra’s project methodology combines different project management, system design, end-user training and go-live support elements. Each phase of the approach draws its strength from the renowned PMBok by the Project Management Institute and is adapted to the individual customer’s needs.
"Our project methodology is a framework with a statement of work at its centre, which sets clear responsibilities and defines the criteria for success. It is a very flexible tool, which can be adapted and adjusted as the project unfolds – and is written in a universal language, using standard definitions, so is easy to understand and follow," said Leigh Richardson, Director of Global Professional Services at Location Solutions, Zebra Technologies. "This tool has improved the communications tremendously between the pre-sales and sales teams, the customer and our support organisation – across various projects in industrial manufacturing, process industries and the healthcare sector."
The Net Promoter Score is considered a key indicator of future business growth, which depends on having strong products and services that elicit high levels of customer loyalty and positive recommendations.
"Good customer service and support are critical at all times – not just in challenging economic times, but every day. It is important to us that we provide our customers with innovative solutions that enable visibility and lead to productivity gains, cost savings and a quick return on investment," said Jill Stelfox, General Manager of Location Solutions, Zebra Technologies.