Customer Experience Strategy - Case Studies

“Data provided from mystery shopping is very limited in volume. Now we have data from hundreds of customers and can more precisely understand specifically what needs to be improved – and where. Data is broken down through to the smallest service stations in the country.”

“Thanks to the simplicity of the Staffino platform and the ability to internally discuss each case directly within the app, we’ve been able to retain 70% of customers who were likely to leave.”

“We were pleasantly surprised that most of the suggestions are not just negative comments but relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.”

Since I was looking into the feedback every single day, I even went to the teams, and I wanted to set up a manual solution instead of waiting for a project that has been postponed for so many months. We actually had a meeting about how to implement a manual solution because we were impatient waiting for the project. For me, it’s a great platform.

Thanks to Staffino, we can now pinpoint exactly which of our branches have ongoing issues affecting the shopping experience and identify the specific pharmacists that have impacted our customers’ feelings”.

Using Staffino has helped us become transparent both internally and externally. It allows us to find out what we are doing well and what we need to change. A significant change was that we were no longer anonymous over the phone and e-mails, and the customer was allowed to evaluate precisely the worker with whom their request was handled.

We are interested in the customer’s opinion on the services provided and his experience with us as an energy supplier because we want to continually improve. That is also why we started intensive cooperation with partners Alcasys and Staffino, and the first results are showing.