"It is only when users are engaged that it can become a co-creator for the business"

At Philips, the focus is on the end users. And this is not a hollow slogan, since former Chief Information Officer Maarten de Vries and his team really judge their own performance by the level of satisfaction among Philips IT’s customers. It is even one of their most important key performance indicators. The Net Promoter Score has an important role to play. We discuss this with Maarten de Vries, who explains the need for ‘ambassadors’. He also explains the difference between satisfied and engaged users and describes in detail the role of IT as a co-creator in the Philips of the future. Philips is a diversified health and well-being company focused on improving people’s lives through timely innovations. “The company integrates technologies and design into people-centric solutions,” says De Vries. “Our focus on solutions and services in the healthcare and well-being space is making the role of IT at Philips increasingly interesting.”

The Net Promoter Score (NPS) is used throughout Philips. Marketing sets great store by it, as it allows you to view the market as an organic whole made up of people with expectations, wishes and needs. Philips also uses the NPS in IT. This IT NPS is an important instrument for increasing employee satisfaction.

Ambassadors

Philips IT conducted many different satisfaction surveys in and around 2007, explains De Vries. “Based on the One IT idea, we wanted to develop one consistent satisfaction measurement for end users. At the same time, as Philips we wanted to put the Net Promoter Score on the map. Not just for our customers, but internally too......

The complete article is published in the book I love my IT department, reshaping the IT organisation. Would you like to read the interview with Maarten de Vries? Order the book here!