Grundfos ensures international customer satisfaction

UserTribeTM helped Grundfos involve their customers in the US, UK and Singapore for continuous business improvements of their comprehensive self-service site Grundfos Product Center. Insights are converted directly into customer satisfaction.

”Customer centricity is a central focal point in everything we do. For our digital touchpoints this means that any and all development activities need to start with the customer.”

Background

Based on close collaboration with key customers, Grundfos are continuously improving their Grundfos Product Center. In order to validate the core customer journeys and jobs to be done, they found it important to involve key customers in testing the solution.

Challenge

The product center is a universal tool, spanning the entire globe. Different geographies and cultures have different business needs and different approaches to sizing and selection pumps, so Grundfos needed to validate not only an interface, but also multiple variants of the same customer journeys.

Method

UserTribeTM conducted ‘think aloud tests’ with 15 decision makers within pumps in large buildings from the US, UK and Singapore. The participants were asked to complete tasks designed to test vital functionalities and design of the product center.

Results

Insights are being transformed into back log items for Grundfos’ scrum-team, expecting to convert the insights directly into customer satisfaction. To create this setup themselves would have been expensive and cumbersome for Grundfos. By hiring UserTribeTM – a third party – for recruiting and reaching Grundfos’ customers, the pump manufacturer received fast and insightful customer feedback delivered effectively and efficiently.