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How J.D. Power Helped Delta Faucet Company Become a Customer Service Leader

Delta_Faucet_Co

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Delta Faucet Company joined the J.D. Power Customer Service Excellence Program to build a strategy for meeting their customer service goals. The results:

15% decrease in call volume
13-point increase in customer satisfaction
Certification 2 years in a row

Watch Nathan Bobay, Senior Manager of Customer Solutions at Delta Faucet Company, talk about his team's experience with the J.D. Power Customer Service Excellence Program.

“We’re extremely thrilled and extremely proud and thankful to the folks at J.D. Power, because we used their feedback to get better.”
Nathan Bobay
Nathan Bobay

Senior Manager, Customer Solutions, Delta Faucet Company

Engagement Background

The Goal

Delta Faucet Company’s executive team had a vision: they wanted to become service leaders. But making improvements was only the first step. The customer solutions team needed to demonstrate their high level of performance to company leadership.

The Strategy

J.D. Power helped  Delta Faucet Company measure their performance against cross-industry benchmarks using real customer feedback and recommended areas for focused improvement. 

Read the full case study to learn more about this engagement.

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