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Customer Experience

dear customer

You are our guiding principle. We really listen and put ourselves in your shoes, to truly understand your goals and help you thrive.

Commitment drives us forward. We take ownership of our work. We are dedicated to deliver results. We dare to set boundaries and stick to our promises.

dear customer
cx
Dear customer,
We promise to be a spark.

You are our guiding principle. We really listen and put ourselves in your shoes, to truly understand your goals and help you thrive.

Commitment drives us forward. We take ownership of our work. We are dedicated to deliver results. We dare to set boundaries and stick to our promises.

The road is open. We dare to look at things from a different perspective. For us, learning and innovating are like breathing, inspiring us to always go beyond and keep you ahead of the game as well.

We believe in each other. We trust in ourselves, in the team and in you. We always keep the dialogue going and keep looking for solutions together.

One for all. All for one. Even if we’re physically apart, we act as one. Sharing our talents and celebrating our differences.  We’re all part of the SD Worx family.

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Listening to our customers: Net Promoter Score (NPS)

Every year in September we send out our NPS survey.

Our customers are asked: “How likely are you to recommend us to a colleague or other company?”

The actual score is calculated by subtracting the percentage of critics (score 0 to 6) from the percentage of promoters (score 9 or 10). 

We’ve added a set of driver questions to get more insights in what drives our customers satisfaction.

Moving from insights to actions

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Our CX team analyses the data and shares the insights so we can create a first idea on the improvements to be done.

Atomium
Through focus groups we verify if the proposed actions are spot on and bring added value to you as a customer.

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We make adjustments if needed and implement the actions that bring the most added value.

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We hope you notice these incremental improvements and improve your scoring in our next NPS survey.

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Keeping the temperature

We also want to make sure we keep our customers ahead of the game during our day-to-day interactions, so we ask regular feedback on how we’re doing on moments we know that matter in our collaboration.

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Putting our customers in the spotlight

We give our customers the opportunity to tell their own story. We discuss successes and ambitions, but we also explore the obstacles they had to overcome or the pitfalls they narrowly avoided. Our customers are in the spotlight and they explain how SD Worx contributed to their success as a partner.

Nicolas_Delattre
What people are looking at first of all when there's a change like this are their hours and theirs payslips.
Nicolas Delattre, Director, Ibis Styles Arlon
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