Customers
2008 Objectives
- Increase in online revenue over 2006/2007
- Increase in Net Promoter Scores across the divisions
We moved from 37% of revenue from online in 2006 to over 50% in 2008. Innovative online products and services improve our customers’ workflows, allowing them to utilise information on a scale never before possible. For example, Elsevier’s Procedures Consult uses online video, text and animation to help physicians and students learn and perform more than 150 medical procedures; in 2008, modules were added in orthopedics, anesthesia and emergency medicine. And Reed Exhibitions’ MIPIM site, for the world’s largest annual real estate show, expanded video content, including news reports from Reed Business Information’s Estates Gazette TV.
Through the Net Promoter Scores programme we surveyed nearly 30,000 customers to determine their willingness to recommend us. Results are reviewed by the CEO and senior managers and communicated to staff, to illuminate where we are doing well and where we must do better. We saw increases, for example, among health science journal editors, large law clients, and reached more show exhibitors. We noted areas for improvement, for example, with certain small law clients and have instituted a customer journey mapping pilot to understand how we can improve all aspects of our engagement with them.
We are committed to information philanthropy ensuring those in the developing world who can benefit from our products gain access. We are a founding member of Health InterNetwork Access to Research Initiative. In collaboration with the United Nations, and other publishers, we make available over 1000 of our journals; in 2008 there were 1.5 million full text article downloads.
In 2009 we aim to:
- Improve customer satisfaction measured by Net Promoter Scores and dashboard programmes
- Increase access for underserved users, expanding developing world programmes
- Improve website accessibility across Reed Elsevier sites