CustomerGauge Bavaria Film Case Study Case Study: Bavaria Film How one of Europeʼs largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result. One year ago Bavaria Film started to implement Net Promoter Score (NPS) with the help of CustomerGauge. Bavaria Film is one of the biggest film production companies in Europe. The head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“. Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation. “Could we work with the Net Promoter Score scale? Initially we were not sure…” says Dr Lackner, interviewed by journalist Ruth Wenger. “At first we had concerns using NPS because it is a very demanding scale, and we were sceptical if the Germans, which usually do not tend to vote on extremes, would be comfortable with such a scale. But in the end we were convinced and very surprised with the scores. FTA for example has a score above 60. This is great start!” Starting out with Net Promoter Bavaria Film had previously conducted basic surveys and that had helped understand what the customers were thinking, but it lacked the operational aspects and direct feedback they were looking for. After some research, the Net Promoter Score concept looked most promising, and it became clear that this could be used through the entire organisation. Dr Lackner explains how the Net Promoter project started: “FTA was the first organization within Bavaria Film that implemented NPS. We started in the Munich office of FTA. This was a very good approach because we began in a small environment of one specific department, and luckily we had a project team here in Munich where the people were open to this type of concept. I think this was a key aspect for the success of the project.” Challenges and learnings from the rollout One of the challenges facing FTA was working out a list of customers to survey, which grew over time. Dr Lackner: “First we planned to limit the survey to customer contacts that come to FTA and deal with us directly. But after some discussion we added other influential members of the buying group, like creative people as well as financial managers in our clients to the contacts to survey. We ended up with a survey sample that was double the size of what we originally planned.” After the pilot the company made a plan for a rollout for the other subsidiaries of Bavaria Film. While it was easy to convince most of the key managers to implement NPS, one subsidiary manager was critical about using NPS. This could have been a block for the entire project, and so this subsidiary was tackled and he implemented the survey next. “When he saw the positive results he was convinced,” says Dr Lackner. “Now he is working as a sort of ambassador in Bavaria Film for the project!” Relatively quickly, the survey process evolved at Bavaria. Dr Lackner explains: “We started off with an annual survey because we wanted to know what our customers thought of us. But we quickly realized that it is important to have an on going quality-control-instrument. So we switched to a Lights, Camera, Feedback!
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Bavaria Film - b2b Net Promoter Case Study: "Lights, Camera, Feedback!"
How one of Europe’s largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result.
One year ago Bavaria Film started to implement Net Promoter® Score (NPS) with the help of CustomerGauge.
Case Study - download pdf
Bavaria Film is one of the biggest film production companies in Europe. The head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“.
Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation.
In this short video, Dr Lackner shares his thoughts on their journey to implement Net Promoter.
You can also read more detail in the two page case study that explains how they overcame issues of what data to use, internal resistance to roll-out, and turned the project into a success.
Since the project started, CustomerGauge is now in use in several Bavaria Film divisions, and is being rolled out to more this year.
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Transcript
CustomerGauge Bavaria Film Case Study
Case Study: Bavaria Film
How one of Europeʼs largest film production companies implemented Net Promoter® Score with CustomerGauge, and is changing the organisation as a result.
One year ago Bavaria Film started to implement Net Promoter Score (NPS) with the help of CustomerGauge.
Bavaria Film is one of the biggest film production companies in Europe. The
head office in the south of Munich is the centre of an international network of subsidiaries and co-operation partners. The first subsidiary that started to work with NPS was FTA (Film- und Theater- Ausstattung GmbH) which is the biggest German retail facility for props and costumes with locations in Munich, Berlin, Hamburg, Cologne and Leipzig. More than 23 000 square
meters of storage capacity helps serve the worlds of television, movies, events and advertising, providing props and costumes for famous productions like „Das Boot“, „Buddenbrooks“ and the daily soap-opera „Sturm der Liebe“.
Dr Robert Lackner is the Managing Director of FTA and has been focusing on customer orientation for the demanding clients of the organisation.
“Could we work with the Net Promoter Score scale? Initially we were not sure…” says Dr Lackner,
interviewed by journalist Ruth Wenger. “At first we had
concerns using NPS because it is a very demanding scale,
and we were sceptical if the Germans, which usually do not
tend to vote on extremes, would be comfortable with such a
scale. But in the end we were convinced and very
surprised with the scores. FTA for example has a score
above 60. This is great start!”
Starting out with Net Promoter
Bavaria Film had previously conducted basic surveys and
that had helped understand what the customers were
thinking, but it lacked the operational aspects and direct
feedback they were looking for. After some research, the
Net Promoter Score concept looked most promising, and it
became clear that this could be used through the entire
organisation.
Dr Lackner explains how the Net Promoter project started:
“FTA was the first organization within Bavaria Film that
implemented NPS. We started in the Munich office of FTA.
This was a very good approach because we began in a
small environment of one specific department, and luckily
we had a project team here in Munich where the people
were open to this type of concept. I think this was a key
aspect for the success of the project.”
Challenges and learnings from the rollout
One of the challenges facing FTA was working out a list of
customers to survey, which grew over time. Dr Lackner:
“First we planned to limit the survey to customer contacts
that come to FTA and deal with us directly. But after some
discussion we added other influential members of the
buying group, like creative people as well as financial
managers in our clients to the contacts to survey. We
ended up with a survey sample that was double the size of
what we originally planned.”
After the pilot the company made a plan for a rollout for the
other subsidiaries of Bavaria Film. While it was easy to
convince most of the key managers to implement NPS, one
subsidiary manager was critical about using NPS. This
could have been a block for the entire project, and so this
subsidiary was tackled and he implemented the survey
next. “When he saw the positive results he was convinced,”
says Dr Lackner. “Now he is working as a sort of
ambassador in Bavaria Film for the project!”
Relatively quickly, the survey process evolved at Bavaria.
Dr Lackner explains: “We started off with an annual survey
because we wanted to know what our customers thought of
us. But we quickly realized that it is important to have an on
going quality-control-instrument. So we switched to a