Customer Relationship Review (CRR)

The Customer Relationship Review (CRR) process is a voice-of-customer process for assessing customer satisfaction and loyalty. The process has been utilized in many parts of Eaton for several years, and was standardized across all of Eaton in 2006.  CRR is now a mandatory component of the Eaton Business Systems Assessment criteria.
 

CRR is a face-to-face interview process that is conducted with decision makers and influencers at key strategic customers.  More than 1000 CRR interviews are conducted each year.  Eaton often interviews more than one contact at each account to gain a well-rounded view of the customers’ perceptions of Eaton.
 

Two Eaton representatives conduct the interview with one customer contact.  Typically, the Eaton interviewers include the main customer contact for the customer and a representative from operations.   All interviewers are trained through Eaton University.
 

A discussion guide is used to keep the interview on track.  The discussion guide was created by a steering committee with representatives from each of our businesses.  The discussion guide is translated into 11 languages. 
 

The output of the CRR process is both quantitative and qualitative.   An Executive Summary of the results includes key strengths and areas of suggested improvement and is delivered to key leaders within each business.  Numerous focused reports are used by employees throughout Eaton.  Follow-up action plans are developed based on CRR input and monitored as part of the CRR process.
 

Customer Advisory Board

During 2009 we formed a Customer Advisory Board to solicit unfiltered feedback about how we can continuously improve our sustainability processes and reporting.  Our goal is to integrate Voice of Customer into our sustainability reporting.  We are striving to ensure that our programs and communication efforts are meeting the needs of this important stakeholder group. 
 

In 2009 we interviewed executives from large customers and channel partners.  Their feedback has helped us understand what we are doing well, what we can do better, and what sustainability-related performance they will require from us in the future.  We are incorporating this feedback into our sustainability-related actions and reporting efforts.  We are also exploring ways to broaden the Board’s scope in the future.