Customers
Customers are material to Reed Elsevier because without their satisfaction, our business is not viable.
2008 Objectives:
- Increase in online revenue over 2006/2007
- Increase in Net Promoter Scores across the divisions
In 2008, online products and services accounted for over 50% of revenue, up from 37% in 2006. Innovative online offerings improve our customers’ workflows, allowing them to utilise information on a scale never before possible.
Through the Net Promoter Scores programme we surveyed nearly 30,000 customers to determine their willingness to recommend us. Results, reviewed by the CEO and senior managers, and communicated to staff, 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.
2009 Objectives:
- Improve customer satisfaction as measured by Net Promoter Scores and dashboard programmes
- Increase access for underserved users – expand developing world programmes
- Improve website accessibility across Reed Elsevier websites