Customer Experience Strategy - Case Studies

With AI-generated replies, we can now respond to routine feedback almost instantly. About 15% of customers engage further, giving us the opportunity to proactively share useful information before issues arise. Emotional or complex cases remain in the hands of our customer care teams, who play a key role in representing our brand and values.

Thanks to Staffino’s expertise, we were not only able to collect and analyse customer feedback but also quantify and evaluate it more effectively. This has enabled us to identify new opportunities for improving and optimising our services.

Some years ago, we may have believed we could never be this close to our customers. Now I really find we are, and this has made an impact.

We highly value the feedback we receive from our clients through our cooperation with Staffino. We are pleased that they can share their impressions or possible comments with us so that we can keep pushing ourselves forward and provide consistently exceptional service.

We are interested in our customers’ opinions on the services we provide and their experiences with us as an energy supplier because we continually strive for improvement. This is also why we have initiated intensive collaborations with our partners, Alcasys and Staffino. We are already seeing the first results of this partnership.

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

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.

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.

We were pleasantly surprised to find that most of the feedback consisted not merely of negative comments, but of relevant suggestions to improve our services. Thanks to Staffino, we now have access to quick and specific information about the performance of each employee.

The data provided from mystery shopping is limited in volume. Now, we have data from hundreds of customers, allowing us to understand more precisely what needs to be improved and where. The data is broken down to the smallest service stations in the country.