Business

See how Staffino is helping companies achieve a better customer experience

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Client

Member of

Business improvement after 3 months

Huge quality performance gaps between agents revealed
Retraining needs revealed and redefined following assessment of feedbacks.
Sharing positive feedback with employees resulted in notable boosts in morale and motivation.
New customer implementation reduced by almost a week
Identified frequent queries that could not be addressed by operators, highlighting knowledge gaps.
Best practice adjusments reduced service implementation by almost a week (over 25% reduction).
Client profile

The company is a member of E.ON and responsible for the distribution of electricity for around one million households in CEE (Slovakia).

Launched
January 2015

20 agents

Requested feedback
via e-mail

2200 feedbacks
12% conversion rate

How it works

Objectives

The companys call centre manages faults and complaints. The management team aimed to identify problematic hot-spots directly from customers and identify the best performers and under-performers within the operator team.


Email requests were sent after specific touch-points, as designated by the client (e.g. problems with power-cuts and new connections and contract claims.

Agent Statistics
Staff Feedback
Thank-yous
Suggestions
1.
Lukáš
93%
positive
fedbacks
265 19
2.
Jozef
93%
positive
feedbacks
204 15
3.
Klára
91%
positive
feedbacks
179 18
...
17.
Miloš
89%
positive
feedbacks
140 17
18.
Jana
88%
positive
feedbacks
97 13

Natural motivation in customer service

thank-yous

suggestions

Quality analysis from E.ONs customers

26%

Lengthy issue resolution times

21%

Cold attitude of call centre operators

19%

Limited technical knowledge

17%

Misunderstanding requests

10%

Limited decision making of call centre operators

5%

Line connection problems / long waiting time

2%

Disengaged field workers

See how your managers handle feedbacks

RESPONSE RATE

80%

9h 39m

average
response time

RESPONDED TO

DID NOT RESPOND TO

149

38

suggestions

suggestions

Discover how feedbacks come in time

FEEDBACK DISTRIBUTION

DURING THE DAY

FEEDBACK DISTRIBUTION

DURING THE WEEK

thank-yous

suggestions

“We regularly rate the internal satisfaction of the call centres we use. Before we implemented Staffio we typically saw 5 negative feedbacks every month. This has reduced to only 1 complaint in 5 months. We can see huge progress, not just in customer satisfaction, but also internally – in the management of our call centres and constant improvements made from the feedback Staffino has brought us.”
Patrik Varga
Head of Distribution Business Department

Real feedback showcase

Surveys gather responses to specific questions, which can mean you miss critical issues. To capture real insight from your customers, let them tell you what is important to them. See your agents through the eyes of your customers.

Marek
sent a thank-you

Fair dealings, effort to help and offer advice. Almost immediate response and explanation on how to proceed. Cheers!

Róbert
made a suggestion

It would be very useful to teach operators technical basics. Today both me and electrician had to explain the cause of the defect in a VT to NT switch and it was obvious that the operator didn’t have a clue. She tried to put the responsibility onto me. Yesterday i spoke to a different operator and she gave me completely different info regarding the tariff rate change. Thank you.

Alica
made a suggestion

I was promised to be contacted and informed about the state of solving my issue. I needed contact info on a technician for Trstice region. No one has contacted me yet.

Júlia
sent a thank-you

We hadn’t been to our house in a while. Our electric meter was stolen. Wires too. I called ZSE and talked to Ms. Révaiová, or Susan as I now know. She was very kind and helpful. I, on the other hand, was very angry. We’d been paying for and not using electricity for years and now that we needed it we didn’t have it. She suggested I went to police, report the theft and she also gave me some phone contacts that could help me. I appreciate her help

Case study to be uploaded soon. Thanks for patience.

Client

DISTRIBUTOR OF


"There has been a notable, positive culture shift and a huge improvement in team spirit since Staffino was launched."

Petrana Volčková
Marketing Manager
ABOUT CLIENT

IMPA is the biggest authorised Skoda distributor in Slovakia, providing both sales and repairs.

Launched
November 2015

6 dealerships

54 staff profiles

Spontanous & reqested
feedback

Managing unhappy customers
When customers were unhappy with the services they received, managers were able to identify this immediately, allowing them to manage issues quickly.
Privately - without fanning the flames on social media.
Rudolf
made a suggestion

His attitude was cold. Couldn't provide information. We had to read the leaflets to get the information ourselves. If we didn't buy the car in your dealership, it is because of him.

Clients use feedback to reveal
secret heroes

Some staff were perceived internally as non-communicative and introverted ... until their clients highlighted they were actually some of the best performers.

Staff (54)

Venue

Best

Thank-yous

Suggestions

1.
Martin
IMPA Bratislava
Petržalka, Panónska cesta 23
100%
positive
feedback

43

0
2.
Ľudovít
IMPA Bratislava
Petržalka, Panónska cesta 23
100%
positive
feedback

40

0
3.
Tomáš
IMPA Bratislava
Petržalka, Panónska cesta 23
100%
positive
feedback

23

0
how it works

Customers are loving the opportunity to offer thanks for the great service

Thanks yous and positive feedback and recognition play an important role in the motivation of your workforce. IMPA also saw an unexpectedly high improvement in the relationships between both colleagues and the different departments.

thank-yous

suggestions

I purchased the car 3 years ago, yet he still remembers me and we always have a little chat during car checks. Very pleasant person.

I was very pleased with the repair and attitude during my last visit to the service station. Thank you, good manners and attitude are always nice.

Big thanks for the professional approach, advice and quick service during my car purchase. Good communication too.

It's been a long time since I laughed this much in a car service.

Very calm and professional manners. Always solves everything as expected.

Thank you for professional attitude and making a good time of the waiting in your car service. I will definitely come again. It was very pleasant and coffee was good too!

Critical points in customer experience identified

IMPA was able to find, evaluate and fix the biggest weaknesses in the Customer Journey. From staff attitude and professionalism to parking issues, negative experiences were highlighted real-time so that they could be resolved quickly.

71%

staff related issues

29%

Professionalism

25%

Attitude

17%

Manners

29%

service related issues

17%

Service inspection

8%

Parking

4%

Warranty

Customers loyalty mastered

Thanks to real-time feedback handling, managers are able to resolve problems quickly and efficiently. Customer loyalty levels increase like never before.

BEST RESPONSE TIME

00h 12m

IMPA Žiar nad Hronom

Ladomerská Vieska, Priemyslená 1

May 19, 2016 @ 9:25 AM

While dealing with my problem, your service handler stopped to accept a phone call, ignoring me like my issue wasn't important. It wasn't serious, but was very unprofessional.

December 18, 2015 @ 9:46AM

Hello Mr. Kunca. Thank you for your feedback. It will help us improve our service.

December 18, 2015 @ 10:08AM

Thank you for responding. I'm quite satisfied with your services overall and I'm not angry or anything like that, so I will definitely come again.

December 18, 2015 @ 10:31AM

Revealing incidents like these is the reason we activated Staffino. Again, thank you for your feedback.

Client


“Staffino runs quicly online and we are able to resolve staff issues immediately. Staffino also helps us to identify problems we may have overlooked because of the routine of daily business. In assessing feedback, it is great that we can control the categories that feedback is given on, while the analytical dashboards are very helpful and we use them in our regular management meetings.”

Marek Szorád
McDonald's Slovakia, Nitra

Client profile

McDonald's is the world's largest restaurant chain, serving approximately 68 million customers daily in 119 countries across approximately 36,615 outlets. McDonald's primarily sells hamburgers, cheeseburgers, chicken products, french fries, wraps, breakfast items, soft drinks, milkshakes, and desserts.

Pilot launched
July 2016

6 restaurants
in Slovakia, Europe

Collecting feedback
in 8 categories

Spontanous feedback

McDonald's collected feedback on these categories

Staff attitude

Food quality

Cleanness of premisses

Speed and precision of service

Quality and taste of coffee

Order completion

Atmosphere

General feedback


Critical issues identified

Thanks to customer feedback, McDonald's is able to see what needs the most improvement, highlighting areas previously missed by mystery shopping.

27%

Food quality

22%

Bad staff attitude

15%

Waiting time

15%

Environment - cleanness and air quality

7%

Missing ordered items

5%

Missing serving equipment on tray

5%

Inability to pay with Calio card

5%

Favourite food/drinks removed from offer

Quick responses to customers' concerns helps retention

Through the real-time feedback handling, managers are able to resolve problems quickly and discretely.

BEST RESPONSE TIME

00h 08m

McDonadld's & McCafé
Nitra, Bratislavská cesta 1

Air-conditioning was set too low.

We are very sorry, but our A/C is old and we cannot set up temperature – only On and OFF. Next time feel free to ask a staff member to turn it off

Thank you for your goodwill. I will ask next time. Have a lovely day.

The girl with the short, blond hair was not having a good day. She didn’t let us have water for breakfast and then asked us to bring our glasses back to counter. This isn't acceptable.

Thank you for feedback. We agree it is not acceptable and it should not happen. We will resolve the problem at the mentioned restaurant. We believe that thanks to your feedback this will not happen again.

Thank you for answer. So the question is, can I have glass of lemon water for free with my breakfast?

Certainly. You can drink as much as you like.

Managers approach to CX

Comparing different venues' performance and managers response rates to suggestions reveals the different approaches to customer experience across the business.

Highest response rate
McDonald's & McCafé
Nitra, Štefánikova trieda 35/61
Highest response rate
McDonald's & McCafé
Bratislava, Nám. SNP 473/14

Customer satisfaction peaks identified.

Thank-yous

Suggestions

Customer quality gaps between venues revealed

McDonald's & McCafé

Nitra, Bratislavská cesta 1

85%

positive
feedback

McDonald's & McCafé OC Mlyny

Nitra, Bratislavská cesta 1

82%

positive
feedback

McDonald's & McCafé

Nitra, Bratislavská cesta 1

73%

positive
feedback

McDonald's & McCafé

Nitra, Bratislavská cesta 1

71%

positive
feedback

McDonald's & McCafé

Nitra, Bratislavská cesta 1

71%

positive
feedback

McDonald's

Nitra, Bratislavská cesta 1

69%

positive
feedback

Brand ambassadors identified

Most thankful customer

No. of Thank yous

Feedback example

1.

Vladimir

10 Thank yous

"I feel at home here. The best coffee. Thank you for being here. Yours Vladimir"

2.

Katarina

8 Thank yous

"Best food and beautiful personality. I always look forward to come for a meal here."

3.

Peter

10 Thank yous

"Always fresh + nice staff

"

Tomáš

sent thank-you

Marieta was the best. She made me feel great during my stay. I will come back soon.

Tomáš

sent thank-you

to Taste & quality of food

Far the best McDonald's restaurant in Bratislava. Compared to one on Obchodna St. they always have tasty and fresh burgers and crispy fries. The staff are always nice and friendly. I always eat there when I am local.

Boost your call center performance

Staffino helps you oprimize your approach to Quality Assurance in your call center.

Case study to be uploaded soon. Thanks for patience.

Client

Partner of


Source: Internal - ICCA Retail Scores

"Since implementing Staffino we can see our customer satisfaction score grow continuously."

Roman Demeter
Senior Residential Sales
Development Specialist
Client profile

Our client is the largest telco provider in Slovakia. They offer fixed network/broadband, mobile communications, internet, and IPTV products and services for consumers, businesses and corporates.

Launched
October 2015

22 shops
in all major cities

136 staff profiles

Spontanous
feedback

How it works

Natural motivation in customer service

Since October 2015, all shop assistants knew any customer could evaluate them at any time. This creates a natural pressure to provide better customer service.

1,787 thank-yous

141 suggestions

Critical issues identified

For the first time Telekom received real insight diredtly from their customers. This provides them with the ability to handle complaints and suggestions instantly, ensuring a great customer experience.

Customer servise speed

Service fees

Invoice and cmplaints procedures

Unhelpful staff

Venue equipment

Phone selection

High/Low performers revealed

A high volume of feedback shows how each staff member is performing. Good performers are recognised, whilst low performers are given the opportunity to improve.

Staff

Venue

Best

Thank-yous

Suggestions

1.
Martin
Multiple venues
100%
positive
feedback

32

0
2.
Anna
Telekom Centrum FORUM
Bratislava, Bajkalská 28
100%
positive
feedback

23

0
...
15.
Miloš
Telekom Centrum OC MAX
Prešov, OC MAX, Vihorlatská 2A
100%
negative
feedback

0

2

16.
Michaela
Telekom Centrum CENTRAL
Bratislava, Metodova 6
100%
negative
feedback

0

2

Managers approach to CX

Comparing the performance of different stores, and their managers’ response rates to suggestions, reveal consistencies (and inconsistencies) in customer service.

Comparison of the two largest stores

Total

Thank-yous

Suggestions

Telekom Centrum AUPARK
Bratislava, Einsteinova 18
negative
feedback
7%
358

332

26

Telekom Centrum AUPARK
Košice, Nám. oslobodenia 1
negative
feedback
11%
178

158

20

highest and lowest
response rate by store

HIGHEST RESPONSE RATE
Telekom Centrum Európa
Zvolen, Nám. SNP 63
LOWEST RESPONSE RATE
Telekom Centrum FORUM
Bratislava, Bajkalská 28

Resolving negative experience discretely

With negative feedback being sent discretly direct to manager, negative viral spread is avoided. All feedback is available within seconds of submission... allowing quick responses to work miracles on otherwise negative customer experience



BEST RESPONSE TIME

00h 08m

Telekom Centrum AUPARK
Bratislava, Einsteinova 18

August 4, 2016 @ 11:29 AM

Your employee gave me wrong information.

August 4, 2016 @ 11:37 AM

Hello. If our colleague really provided wrong information, please let me apologize for her. Could you provide what was ...

Feedback from potential customers

Feedback from potential customers opens the door for a conversation, whilst the insight gained can provide the means to convert them.

May 19, 2016 @ 9:25 AM

Hello, last week I visited your venue and issued a request for TV installlation. It's been 10 days now and no one has contacted me yet.

June 6, 2016 @ 10:41 AM

Hello. We really don't register any installation request. We will fix it and come back to you soon.

What's next
National roll out for 100 stores in October 2016.
Social media agents added for feedback since August 2016.
Live feed motivation machine:
Positive feedback will be forwarded directly to staff members via e-mail.
Call center agents will be included soon.