UBT proves that happier customers spend more

• Company: UBT
• Location: International presence in 19 countries.

UBT is a business membership group that helps its member companies to prosper through advice, training and collective purchasing power. Customer satisfaction lies at the heart of everything they do.

An important aspect of UBT culture is contributing to charities and supporting the local community.

We interviewed Bob Calder, Customer Service Team Leader.

Tell us about UBT

We’re in the business advisory industry. We give small to medium sized businesses the same negotiating muscle as a large corporation through group buying.

The culture at UBT is very charismatic and the team spirit is evident in every internal transaction.

We needed a simple system to capture data from our clients that was easy to use and easy to report from.

Why do your customers choose UBT?

We’re particularly strong at delivering cutting edge training for every aspect of business ranging from sales to digital marketing and computer skills.

We also provide a one stop shop for a large variety of products and services that enable businesses to trade competitively.

What challenges were you facing?

We didn’t have an understanding of how our customers viewed us because we didn’t have a simple system to report feedback.

We needed a simple system to capture data from our clients that was easy to use and easy to report from.

How did CustomerSure help?

CustomerSure had an understanding of our needs and were prepared to discuss our proposition even though we are a very unique corporation.

It only took us 6 days to get fully up and running…this was faster than we expected.

Clients feel listened to, which results in happy customers and increased spend.

What results have you achieved?

We’re thrilled to have tripled our Net Promoter Score. Because customers are continually giving us feedback and scores we’ve managed to increase our NPS dramatically from 23 to 69.

But it’s not just about the score. More importantly, clients feel listened to, which results in happy customers and increased spend.

In one word how would you describe CustomerSure?

Critical.