Exceptional experiences take flight
Customer satisfaction increases for Honeywell
A global leader in aircraft parts, Honeywell Aerospace saw a decrease in customer satisfaction and an increase in customer complaints. Honeywell partnered with Strativity to transform the Aerospace division from product-centric to customer-centric.
Path to Change
Strativity created a customer support program to manage the entire portfolio of technical questions. A Customer Call Center Assessment led to a customer support program to manage the entire portfolio of technical questions. Strativity delivered an aerospace customer service training course to over 500 participants.
Customer satisfaction improved by 20% in 12 months. Honeywell experienced double-digit sales growth two years in a row; also acquiring new business totaling over $16 billion.
“Strativity insights coupled with a no-nonsense methodology provided the Aerospace Leadership team with a new ‘lens’ and set of tools to execute our initiatives with a clear customer experience focus.”
Michael M. Mueller, Director, Global Order Management / AEROSPACE, Honeywell International