How Collecting Real-Time, Actionable Feedback from Website Visitors Improves Online Customer Journey
Viessmann is a global leader in sustainable climate and energy solutions, operating in more than 70 countries. Its Czech branch focuses on providing innovative heating and energy systems for homes and businesses, combining efficiency, comfort, and environmental responsibility.
With a strong digital presence, Viessmann aims to make every online interaction informative, smooth, and helpful for customers exploring its products and services.
To continuously improve its online customer journey, Viessmann Czechia wanted to hear directly from its website visitors as they browsed. In April 2025, the company implemented Staffino’s Website Feedback Surveys on its two key domains, tepelka.cz and viessmann.cz.
Website surveys appear contextually, inviting users to share quick feedback while they browse. The format is designed to be non-intrusive yet engaging, encouraging participation and authentic responses.
The main goal was to capture instant customer impressions and gather qualitative user experience insights that go beyond numbers. Viessmann wanted to:
Since launch, Viessmann Czechia has been steadily collecting valuable feedback, with every fourth response including open-text comments that reveal deep qualitative insights into customer expectations. These user experience insights provided:
Helping marketing and digital teams continuously refine the online experience and focus on the areas that matter most.
Many customers browse to find specific heating products, request a price quote or contact the supplier directly through the site.
Visitors were eager to share their opinions when asked at the right moment.
Open-ended comments highlighted small usability details and content opportunities often overlooked by analytics alone.
Since introducing Staffino’s Website Feedback Surveys, we’ve started receiving useful, detailed comments from our visitors. The feedback is direct, honest, and comes exactly when the customer is exploring our products, which makes it extremely valuable for our team. The feature was fast to deploy, no coding required, and fully customisable.
Marketing/Communication
Free and no commitment.
