[WOW WORLD GROUP Co., Ltd.] WOW WORLD GROUP releases CX solution “WOW engage “CX Score”
WOW WORLD GROUP Co., Ltd. Press release: October 9, 2024 WOW WORLD GROUP releases CX solution “WOW engage “CX Score”” ~Using NPS(R) to understand your brand’s awareness, compare with competitors, and package improvement plans~
Representative Director: Tsukasa Takenaka, hereinafter referred to as Marketing) applications) in collaboration with We have released the CX solution “WOW engage “CX Score””. This solution uses Marketing Applications’ consumer panel “MAPps Panel” and NPS(R)* surveys of its own customers to visualize and improve the strengths and weaknesses of the company and its competitors. We will show you the points. Based on the demonstration experiment conducted at Sounkyo Onsen in Kamikawa Town (Kamikawa District, Hokkaido, Mayor: Mitsuhide Nishiki), we have now packaged it for companies. *NPS(R) is an abbreviation for Net Promoter Score, which is an index that measures how much a customer wants to recommend a product or service to others. It is used to evaluate customer satisfaction and loyalty (trust, attachment, loyalty). Net Promoter(R), NPS(R), and Predictive NPS(R) are registered trademarks of Bain & Company, Fred Reichheld, and Satmetrics Systems (now NICE Systems, Inc.). ■Development background This solution was implemented by Marketing Applications and our group company New Stream Co., Ltd. (Minato-ku, Tokyo, Representative Director: Takuto Nishikawa, hereinafter referred to as New Stream) as part of a regional revitalization project. Developed based on demonstration experiments at hot springs. Located in the interior of Hokkaido, this hot spring is a tourist destination where you can enjoy the beautiful scenery of Mt. Daisetsu and the seasonal nature, and is popular among mountain climbers and nature lovers. In order to attract more tourists, the town first believed that it was important to deeply understand the needs of tourists, so they requested our cooperation and conducted a detailed survey using NPS(R). did. This survey was conducted using NPS(R) using the consumer panel “MAPps Panel” owned by Marketing Applications, targeting tourists in Hokkaido who have visited the same hot spring within the past year. . Satisfaction levels were investigated from various angles and comparisons were made with other hot spring resorts. The town believed that “access (location)” was the biggest issue to be overcome in order to increase tourist satisfaction, but the results of this survey indicate that “food” actually needs to be strengthened. It became clear. Based on these results, the town is currently stepping up efforts to enhance its meals as a tourism resource, and in the future aims to further improve the CX (customer experience) for tourists throughout the region.
As a result of an actual survey, it was found that the region needed to update its “food” to improve its attractiveness. Analysis in comparison with other hot spring areas On the other hand, we believed that the data and insights obtained through this demonstration experiment could be applied as a new method for companies to improve their CX. Therefore, based on the results of this demonstration experiment, mainly Marketing Applications and WOW WORLD, we will use CX to help companies and organizations accurately understand their brand awareness and customer satisfaction, and differentiate themselves from their competitors. We have developed the solution “WOW engage “CX Score””. To create and distribute questionnaires for the NPS(R) survey, we will utilize the survey form creation system “WEBCAS formulator” provided by WOW WORLD. ■Service overview “WOW engage “CX Score”” uses the NPS(R) survey questionnaire template prepared in advance with WOW WORLD’s “WEBCAS formulaulator” and conducts the survey in collaboration with the consumer panel “MAPps Panel.” Additionally, the “WEBCAS formulaulator” also provides questionnaire templates for NPS(R) surveys targeting your own customers. Companies that have adopted it can easily and conveniently comprehensively investigate, measure, and analyze brand awareness and customer satisfaction, and find areas for CX improvement from visualized reports. Specifically, it has the following characteristics. • Understand brand awareness: Compare your brand awareness with your competitors through consumer panel surveys • Comparison of brand power and competition: Through NPS(R) research, you can visually compare the brand power of your company and that of competitors and clarify issues • Objectively understand customer satisfaction: Surveys of your own customers can be biased. By combining consumer panel surveys and in-house customer surveys, it is possible to assess the needs of potential customers and the overall market in a well-balanced manner while understanding the satisfaction level of existing customers, making it possible to conduct more objective satisfaction surveys. Masu • Low-cost implementation is possible by using templates: We have created a template report file that allows you to analyze and extract issues from survey results. Companies can visually understand their issues at low cost Click here for details on WOW engage “CX Score”: https://www.webcas.jp/formulator/feature/cxscore/
Sample report. Visualize issues from NPS(R) surveys of consumer panels and your own customers based on demonstration experiments ■Price • Price starts from 198,000 yen (separate contract for WEBCAS formulator is required. Initial cost starts from 50,000 yen, monthly cost starts from 30,000 yen) *The target number of responses is 100 respondents for 1 brand NPS(R) (300 respondents in total, assuming a survey with 3 brands). However, the maximum number of respondents for the entire research will be 1000 people. Additional costs will be incurred if you wish to collect more than 1000 people per research. Additional charges will apply if you wish to add brands or increase the number of samples. If using overseas research (overseas panel), a separate estimate will be provided. • Flexible questionnaire design and research possible according to company needs • Paid consulting services for NPS(R) design, analysis, and policy proposals by New Stream are also available ■Future outlook Going forward, we will continue to contribute to the improvement of corporate CX across the group through a variety of products, services, and solutions, including “WOW engage ‘CX Score'”. ■About WOW WORLD GROUP Co., Ltd. Main business content: Formulation of group management strategies, management of subsidiaries, etc., and related operations Established: October 3, 2022 Head office location: 7-20-9 Nishigotanda,Shinagawa-ku, Tokyo Capital: 757.56 million yen Representative: Kazuo Mino, Representative Director, President and Group CEO URL:
https://www.wow-world-group.co.jp/