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Dr.Max Transforms Customer Experience with AI Solutions

Dr. Max

Dr. Max Enhances Customer Experience with the Power of AI

How AI-Powered Feedback Analysis and Responses Streamline Customer Service and Enhance Satisfaction

LOCATION

ROMANIA, SLOVAKIA

PHARMACIES

1,300+

DURATION

3 MONTHS

About Dr.Max

Dr.Max is a leading European pharmacy brand, committed to redefining what care means for millions of customers across markets. Beyond providing high-quality pharmaceutical services, Dr. Max continuously invests in innovation to strengthen personal connections and improve everyday health experiences.

Since 2017, Dr. Max has partnered with Staffino to enhance customer experience through our feedback management platform.

Overview

In 2024, as part of Dr. Maxā€™s commitment to listening deeply and responding meaningfully to every customer, Dr. Max took a significant step in enhancing customer interactions by implementing Staffinoā€™s AI-powered solutions: AI Feedback Responder and AI Topic & Sentiment Analyser. These tools enabled the pharmacy chain to streamline feedback analysis and automate and personalise customer feedback responses while maintaining human oversight.

With AI, Dr. Max can now respond faster, more consistently, and with greater empathy, ensuring every piece of feedback feels heard. At the same time, Dr. Max improved internal workflows and allowed teams to focus more on meaningful interactions.

Goal

This case study explores how AI-powered tools supported Dr. Maxā€™s mission to elevate customer service, from accelerating response times to ensuring quality replies that reflect their care-first approach. It also highlights how innovation can scale without losing the human connection.

Methodology

In Slovakia and Romania, Dr. Max piloted our AI response generator to explore how technology could strengthen the way Dr. Max connects with their customers without losing the human essence. The AI response generator was used in a human-guided mode, where it proposed personalised replies, but every message was reviewed and approved by CC team members, ensuring accuracy, empathy and tone aligned with Dr. Max. This ensured high-quality, meaningful interactions while drastically reducing response times.

Over a three-month period, Dr. Max monitored both customer engagement and internal service KPIs to understand how AI could help us respond more effectively (and meaningfully) at scale.

Products Used

icon_standard@2x
Staffino Standard Feedback
Semantic Engine
AI Topic & Sentiment Analyser
AI Feedback Responder
icon_nps
Net Promoter Score

Results

The introduction of AI-supported feedback tools has brought measurable improvements across key areas, including faster response times, cost efficiencies, and higher engagement with customer feedback. But beyond the numbers, the biggest win was Dr. Maxā€™s ability to keep every interaction personal, respectful, and in line with the care customers expect from Dr. Max.

ā€¢ 52% reduction in operational costs

Compared to the previous fully human-handled process.

ā€¢ Significantly faster response times

Thanks to AI-drafted replies, customers now receive answers almost instantlyā€”something previously not possible with limited capacity.

ā€¢ Strong, positive customer engagement

Approximately 15% of customers respond to AI-generated replies, often continuing the conversation or asking follow-up questions.

ā€¢ Maintained trust and satisfaction

The use of AI has not damaged customer trust or brand perception. On the contrary, customers appreciate the increased speed and relevance of communication.

At Dr. Max, we aim to respond to customer feedback quickly and meaningfully, while keeping the human aspect of care front and centre. Staffinoā€™s AI tools help us achieve that balance.

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.

AI helps us close gaps in speed, in capacity, and in the ability to respond proactively. Itā€™s part of a broader strategy where digital solutions and human care work hand in hand. Weā€™re committed to using AI in ways that support our customer-centric approachā€”not just to stay current, but to build smarter, more responsive ways to care for our customers in the long run.

Martin Souček

Group Loyalty & Customer Experience Dr. Max Pharmacy Chain

Dr. Max
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Customer Experience in Automotive Industry

How to Achieve Customer Experience Excellence in the Automotive Industry

Motor-Car's Journey to Exceptional CSAT Scores with Staffino's CX Programme

NUMBER OF EMPLOYEES

100+

SERVICE SHOPS

29

AMOUNT OF FEEDBACK

8,400+

DURATION

04/2022 ā†’ present

About Motor-Car

Motor-Car is a leading automotive company based in Slovakia, specialising in the sales and servicing of various car brands, including Mercedes-Benz, Kia, Jeep, Alfa Romeo, and more.

It is the largest Mercedes-Benz dealer in Slovakia. With a strong focus on delivering exceptional customer service, Motor-Car has multiple venues across the country to cater to the needs of their diverse clientele.

Overview

The company continually strives to improve its customer satisfaction scores by partnering with Staffino in 2022 and utilising their CX programme.

This collaboration allows Motor-Car to collect valuable feedback and insights from their customers, enabling them to pinpoint areas for improvement, optimise their processes and ultimately achieve customer service excellence in the automotive industry.

Goal

This case study aims to assess the customer satisfaction levels with Motor-Car's customer service following the implementation of Staffino's CX programme.

Additionally, it seeks to unveil the key drivers contributing to elevated satisfaction rates within the competitive automotive industry.

Methodology

In April 2022, Motor-Car initiated a comprehensive customer feedback programme in collaboration with Staffino, focusing on three critical service areas: car service, tire service, and car bodywork repairs. The objective of this programme was to gather valuable insights into CSAT and NPS through a systematic and data-driven approach.

Motor-Car solicited customer feedback via email and SMS after every interaction across the three service areas. This approach facilitated real-time and accurate data capturing, enabling Motor-Car to monitor and evaluate customer sentiments effectively. The gathered data was then analysed and interpreted by Staffino's CX consulting expert, who provided strategic guidance and actionable recommendations to Motor-Car.

Top Solutions Used

Staffino CSAT
icon_standard@2x
Staffino Standard Feedback
icon_nps
Staffino NPS
CX Consulting Services
Staffino CX Consulting

Key Findings

Over 95% Customer Satisfaction (CSAT) Scores Across All Three Service Areas

A closer examination of the data reveals that Motor-Car's tire service consistently achieves the highest customer satisfaction throughout the entire customer journey, i.e. on all three touchpoints: consultant's approach, car handover, and car pickup. This success can serve as a benchmark for other service areas, allowing the company to share best practices and continually improve its customer experience.

Our findings indicate that the pickup experience is the primary driver of satisfaction for tire service, while the consultant's approach is the most significant factor for customer satisfaction in car bodywork repairs. In the case of general car service, a positive car handover experience appears to be the main contributor to high customer satisfaction.

CSAT Motor Car EN

These results underscore the importance of understanding and addressing customer needs and expectations at each touchpoint. By leveraging the insights gained from Motor-Car's tire service success, the company can continue to enhance its customer experience in the automotive industry and maintain its position as a leader in customer satisfaction.

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B2B Customer Experience: Impact on Repeat Business Success

B2B Customer Experience: How Improving NPS Boosts Repeat Purchases

How Slovanet Strategically Uses NPS to Improve Customer Experience and Financial Performance

FEEDBACK

ā‰ˆ 500

LOCATION

Slovakia

DURATION

Septā€“Oct 2024

About Slovanet

Established in 1999, Slovanet is one of Slovakia's largest high-speed internet providers. The company offers a comprehensive range of services, from integrated communication and voice solutions to virtual private networks and security solutions. Slovanet's commitment to enhancing its infrastructure and customer experience has positioned it as a leader in the corporate sector.

Overview

In 2023, Slovanet partnered with the Staffino CX platform to take its customer experience to the next level. Initially introduced to one touchpoint, the success of the CX campaign led to its integration across six additional touchpoints, including service technicians, customer support, and key account managers. The use case discussed in this study focuses on B2B clients who are handled by Key Account Managers.

Goal

The primary objective of this study was to understand the correlation between Net Promoter Score (NPS) and the likelihood of repeat purchases and use this information to enhance customer satisfaction and increase sales.

Methodology

Slovanet used a well-designed customer survey sent through email to understand key aspects of their B2B customer experience. This included questions such as NPS, CSAT, service quality, employee approach, professionalism, and the chance of customers buying again. They consequently linked CX results with business data, offering vital information about how customer experience affects sales.

Top Solutions Used

icon_standard@2x
Staffino Standard Feedback
icon_nps
Staffino NPS
Staffino CSAT
CX Consulting Services
Staffino CX Consulting

Results

99% of promoters would buy from Slovanet again, compared to just 21% of detractors

Thanks to the clever survey question regarding repeat purchases, a strong correlation between the Net Promoter Score (NPS) and recurring purchases was uncovered. An impressive 99% of promoters indicated their willingness to repurchase from Slovanet, compared to just 21% of detractors.

Similarly, when it comes to upselling opportunities, 69% of promoters are planning to expand their use of Slovanetā€™s services next year, while only 31% of detractors are aiming to upgrade their internet access solutions.

Given these findings, it is evident that a primary focus should be on converting detractors into promoters as well as understanding the key drivers of promoter satisfaction and implementing them to enhance B2B sales.

Our Recommendations

Based on the findings, it's clear that focusing on transforming detractors into promoters should be a top priority. Survey results also indicate that enhancing service quality, response speed, and Key Account Manager professionalism can significantly impact NPS and customer satisfaction.

Your NPS is more important than you think, every change in it will be mirrored in your business performance. Take a look at our proven steps on how to improve your NPS below!

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How Lyreco Elevates Customer Satisfaction Through Human Touch

The Value of Human-Assisted Sales in a Digital Age

How Lyreco Elevates Customer Satisfaction Through Human Touch

COUNTRIES

Slovakia, Czechia, Austria

DURATION

05/2024ā€“06/2024

FEEDBACK

300+

About Lyreco

Lyreco, a global leader in the distribution of office supplies and workplace products, has long been at the forefront of combining cutting-edge technology with exceptional customer service.

Overview

In a special feedback campaign conducted between May and June 2024, Lyreco Central Europe, investigated the lasting value of human interaction in business in an era dominated by digital transactions and automated customer service. This campaign aimed to quantify the impact of personalised customer service by Lyreco's sales people on customer satisfaction and loyalty.

Goal

The primary objective of this case study was to understand the role and value of human contact in the e-commerce journey by measuring customer satisfaction with the sales and ordering process, focusing on interactions supported by Lyreco's sales personnel.

Methodology

Our approach involved a comprehensive analysis of customer interactions with Lyreco's e-commerce platform, with particular attention to orders supported by sales representatives. By leveraging Staffino's advanced feedback collection and analytics tools, Lyreco Central Europe gathered and analysed data on customer satisfaction (CSAT), comparing self-service transactions to those involving a salesperson.

Top Solutions Used

Staffino CSAT
icon_standard@2x
Staffino Standard Feedback
icon_nps
Staffino NPS
CX Consulting Services
Staffino CX Consulting

Key Findings

The subsequent CX analysis uncovered illuminating results, underscoring the irreplaceable value of the human factor in digital commerce:

  • 30% of Lyreco’s customers still choose human support

Despite the convenience of online ordering, nearly 30% of Lyreco's orders were completed with the support of a salesperson. This significant figure highlights a substantial customer preference for human interaction in the ordering process.

  • Exceptional customer satisfaction with human-supported orders

The analysis revealed a significant impact of human support on customer satisfaction. Every customer who interacted with a salesperson rated their experience as either 4 or 5 on the CSAT scale, indicating high or very high satisfaction. Notably, there were no "bottom box" scores, signifying a complete absence of low satisfaction ratings. This finding demonstrates the added value that personal interaction and assistance bring to the customer experience.

  • Top 5 reasons why Lyreco customers value the human touch revealed

Customers frequently cited several benefits of having salesperson support during their ordering process, including:

  1. Personal approach and advice: Tailored recommendations and insights from aĀ knowledgeable representative.
  2. Speed of ordering and quick order processing: Faster completion of transactions and expedited handling of orders.
  3. Assistance with product selection: Help in choosing the right products for their needs.
  4. Flexibility and special requirements: The ability to accommodate unique or specific requests.
  5. Alternative product options: Guidance in finding suitable alternatives when necessary.

Conclusion

In a marketplace increasingly dominated by automation and self-service, the Lyreco and Staffino partnership reveals a profound truth: the human element remains a critical driver of customer loyalty and satisfaction. Lyreco's success story serves as a powerful testament to the value of blending technology with the irreplaceable warmth, flexibility, and personalisation that only human contact can provide.

Read more about the importance of personal touch in our case study on Lyreco delivery and logistics!

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Lyreco Case Study

Customer Centricity: How to Leave a Positive Impression on 100% of Your Customers

How to Leave a Positive Impression on 100% of Your Customers through Customer Centricity

Lyreco Slovakia Achieves Superior Customer Satisfaction Through Customer-Centric Employee Approach

AMOUNT OF FEEDBACK

2,000+

CONVERSION RATE

17.09%

DURATION

10/2022 ā†’ 01/2023

About Lyreco

Lyreco Central Europe specialises in providing workplace solutions and office supplies to businesses and organisations across Slovakia, Czechia, Austria and Hungary.

Lyreco CE offers a wide range of products and services, including office supplies, stationery, cleaning and hygiene products, catering supplies, personal protective equipment (PPE), and technology solutions. Find out more about the company here.

Overview

As a part of the global Lyreco Group, the 3rd largest distributor of workplace products in the world, the company is committed to delivering exceptional customer service and maintaining a customer-centric approach in all its operations.

In 2022, the company has partnered with Staffino to ensure superior customer satisfaction.

Goal

The primary objective of our collaboration was to increase customer feedback conversion rates, enabling a comprehensive evaluation of the customer experience with Lyreco's delivery drivers who ensure seamless daily order fulfillment.

Furthermore, we aimed to uncover the key factors that drive customer loyalty and satisfaction, as well as identify potential areas for improvement to ensure exceptional customer experiences and long-lasting relationships. The first country to undergo this assessment has been Slovakia.

Methodology

Lyreco Slovakia implemented a comprehensive customer feedback strategy following each interaction with their delivery drivers. Feedback inquiries were distributed via email, encompassing a variety of question formats such as customer verbatim, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and binary yes/no queries pertaining to the customer experience.

After a three-month period, the accumulated data was analysed by a CX consulting expert from Staffino, ensuring a thorough and professional evaluation of the results.

lyreco flow

Top Solutions Used

CES
Staffino CES
icon_nps
Staffino NPS
icon_standard@2x
Staffino Standard Feedback
CX Consulting Services
Staffino CX Consulting

Key Findings

1. Exceptional conversion rate

Lyreco Slovakia has attained remarkable open and conversion rates for their feedback requests sent by email, with an open rate of 22.02% and a conversion rate of 17.09%. Typically, commercial businesses experience conversion rates between 6 and 12%, illustrating Lyreco's impressive success in this area. This accomplishment can be credited to the exceptional employee approach, which inspires customers to express their gratitude and share their experiences.

2. What impacts Net Promoter Score the most? ā€“ revealing the key factor

The analysis revealed that the primary factor contributing to customer satisfaction (high customer loyalty) is adequate courier assistance. If couriers fail to provide help to customers in handling their orders, especially heavier ones, the NPS score would drop significantly. This emphasises the crucial role of being helpful and demonstrates that a proactive approach is essential for maintaining long-term customer loyalty.

3. Employee approach drives customer satisfaction

Lyreco takes great pride in maintaining a customer-centric approach among their employees. Through effective hiring, employee motivation, and fostering a positive workplace culture, their couriers consistently deliver exceptional customer service. In fact, 100% of surveyed customers reported that the courier left a positive impression on them.

The impressive CSAT score, which measures customer satisfaction with the driver, further highlights the exemplary service provided by Lyreco's couriers, as illustrated in the image below.

We value each and every employee, and logistics is no exception. We create suitable working conditions for drivers; daily delivery schedules are optimally set for their achievability. At the same time, deliveries are linked to the reward and evaluation system. Staffino is an optimal tool for obtaining objective feedback on drivers and customer satisfaction, which is our priority.

Robert Ferencz

Distribution Manager

Continue Reading

Find out more about Lyreco's logistics and delivery here.

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Sterio Elevates Cinema Experience with AI

Sterio Elevates Cinema Experience with AI-Powered Customer Feedback Analysis

How to Assess and Improve Viewer Satisfaction Through Advanced AI Analytics

CITIES

4

HALLS

14

FEEDBACK

2,000 +

DURATION

11/2023 ā†’ present

About Sterio

Sterio is a leading Slovak cinema chain committed to providing customers with the best services and making their cinema experience unforgettable.

Overview

In addition to regular screenings, Sterio also organises various thematic events such as Valentine's Day promotions, children's cinema, and corporate events.

Goal

This case study aims to explore the role of customer feedback in guiding critical budgeting decisions and facilitating immediate improvement in cinema operations.

Methodology

Sterio measures customer satisfaction (CSAT) after each cinema visit. They ask CSAT questions related to various attributes such as cinema hall equipment and cleanliness, personnel, snack bar offerings, and service quality.

The feedback received is carefully analysed through our AI-powered CX dashboards, and the company's CEO personally visited each cinema, engaging with customers, selling popcorn for two days, and even cleaning the halls. This hands-on approach by the CEO demonstrates exemplary C-level management's commitment to understanding customer struggles and addressing them promptly.

A few questions from a customer feedback survey conducted by Ster Century Cinemas.

Top Solutions Used

icon_standard@2x
Staffino Standard Feedback
Staffino CSAT
icon_semantic@2x
Staffino AI Feedback Analysis

Key Results

1. Meaningful employee recognition and rewards

Sterio uses feedback as a basis for recognising and rewarding employees. They understand that their employees and temporary staff play a significant role in creating a memorable cinema experience. Based on the results from Staffino, they have revamped their staff motivation and reward system to align it with the feedback received.

2. Data-driven budget allocation and improvements

Sterio leveraged the insights gained from AI feedback analysis of customer verbatims to make data-driven decisions regarding budget allocation.

The graph above illustrates the distribution of positive and negative feedback across different aspects of the cinema's operations.

It is necessary to consider also the volume of feedback received. The graph above illustrates the number of feedback received for each driver. Although "online reservations" received solely negative feedback, it is not as crucial to customers as the ā€œpersonnel and serviceā€ aspect, which garnered the highest amount of feedback overall within the specified timeframe. By prioritising the most frequently mentioned topics, Sterio could optimise their resource allocation.

3. Immediate process improvement

The company's commitment to elevating the cinema experience is evident in their proactive approach to addressing customer concerns and making improvements. They promptly addressed issues that could be resolved immediately.

A customer feedback received by Ster Century Cinemas.

Based on their CX survey results, Sterio has decided to undergo a rebranding and refurbishment, including a significant change in interior design. They have planned to place sustainable seating in the halls, upgrade snack bars, and make other improvements. The company has already allocated ā‚¬350,000 for the replacement and repair of equipment, with the implementation starting in February 2024.

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JYSK: ā‚¬1.7 Million in Lead Value through Customer Feedback Systems

Generating ā‚¬1.7 Million in Lead Value through Customer Feedback Systems

Retail Giant JYSK Unlocks the Potential of a New Marketing Opt-in Strategy

STORES

3,150

COUNTRIES

29

EMAILS COLLECTED

340K+

DURATION

06/2022 ā†’ 06/2023

About JYSK

Danish retailer JYSK, part of the Lars Larsen Group, operates over 3,100 stores in 51 countries. The company specialises in household goods such as premium mattresses, furniture, and interior dƩcor, enhancing homes worldwide.

Overview

After successful pilots of our CX programme in Slovakia, Czechia, and Croatia in 2018, Staffino launched globally across over 3,000 stores. As a customer-focused company, JYSK aimed to efficiently gather and manage customer feedback through our customer experience platform to ensure supreme satisfaction and a consistent experience across all stores.

Goal

The primary objective of this case study is to examine the efficacy of JYSK's CX programme, with a specific focus on its role in the acquisition of marketing leads and the expansion of its mailing database.

Methodology

The CX survey primarily measures critical customer experience metrics, followed by inquiries regarding employees' behaviour and the overall shopping experience. Upon completion of the survey, customers can opt to subscribe to JYSK's email newsletter for continuous engagement.

Notebook Jysk

Top Solutions Used

icon_standard@2x
Staffino Standard Feedback
Staffino CSAT
CX Consulting Services
Staffino CX Consulting

Key Results

350K email addresses collected

Over a year, from June 2022 to June 2023, we collected around 350K email addresses from JYSK customers across 29 different countries, all thanks to our customer experience campaign.

ā‚¬1.7 million in lead value

If we consider each lead (email address) to be worth ā‚¬5, the total lead value ascends to a significant sum of ā‚¬1.7 million, reflecting a robust return on our customer acquisition efforts.

ā‚¬72 milion potential revenue

Utilising the industry-standard LITMUS benchmark for ROI calculation, the potential revenue derived from customer emails, computed at ā‚¬45 return per email, culminates in a substantial yield of ā‚¬72 million.

ā‚¬1,725,000

total lead value

calculated at a conservative estimate of ā‚¬5 per lead

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.

Michael Bach Olesen

Retail Operational Director

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Pharmacy Loyalty Programmes: How Can They Drive Sales Growth?

Driving Sales Growth through Enhanced Customer Loyalty in the Pharmacy Sector

Alphega Romania Achieves Unrivaled NPS in the Local Pharmacy Market

PHARMACIES

400+

PHARMACISTS

1400+

NPS

91.40 pp.

DURATION

06/2022 ā†’ present

About Alphega

Alphega Pharmacy is a leading network of independent pharmacists across Europe. The company focuses on providing personalised healthcare and well-being services to its local communities. The company's mission is to ensure that its pharmacies are the first choice for health and daily living, providing trusted, personal customer service tailored to individual needs.

Overview

In June 2022, Alphega Romania initiated a partnership with Staffino. Alphega utilised our advanced online customer experience platform to simplify and optimise the process of collecting and managing customer feedback. This strategic approach enabled a more comprehensive understanding and analysis of the evolving needs of their patients.

Goal

The ultimate objective was to evaluate key customer experience metrics and identify their interconnections with business data. This would help in revealing potential areas for revenue growth and tailoring the services to better meet the unique needs of each patient.

Methodology

Alphega leveraged Staffino online platform to gather customer feedback via SMS following every transaction. The primary focus was on crucial customer experience metrics such as CSAT and NPS. Additionally, the company also evaluated the approach and professionalism of their pharmacists.

This wealth of data was then analysed under the guidance of a customer experience consulting expert from Staffino. The objective was to identify potential inconsistencies and discover untapped revenue opportunities.

Top Solutions Used

icon_standard@2x
Staffino Standard Feedback
icon_nps
Staffino NPS
Staffino CSAT
CX Consulting Services
Staffino CX Consulting

Key Findings

1. Alphega tops NPS rankings in Romanian market

In the Romanian market, Alphega Pharmacy has set a significant benchmark by achieving the highest Net Promoter Score (NPS) compared to its competitors. The NPS is a key performance indicator that measures customer satisfaction and loyalty. Remarkably, Alphega has reached a score of 91.40 pp. on this scale, demonstrating its exceptional success in delivering superior service and fostering customer loyalty. This accomplishment not only underscores Alphega's commitment to customer satisfaction but also positions the company as a leader in the Romanian pharmacy industry.

2. Loyal customers spend 7% more per purchase

A closer study of NPS Promoters offers significant insights into the potential for increased sales opportunities. The research clearly demonstrates that these customers, who are typically characterised by their loyalty and satisfaction, tend to spend an additional 7% more per purchase. This translates into an increased expenditure of ā‚¬1.4 per transaction. This finding highlights the value of cultivating a strong customer base of NPS promoters or loyal customers, as they not only contribute to a steady revenue stream but also provide opportunities for enhanced profits. Therefore, businesses should prioritise strategies aimed at increasing customer satisfaction and loyalty.

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NPS Promoters Boost Purchase Value by 58%

Loccitane logo

Enhanced Revenue through NPS: Promoters Boost Purchase Value by 58%

L'Occitane Romania Uncovers Untapped Sales Opportunities through Staffino's Innovative CX Programme

NUMBER OF STORES

6

AMOUNT OF FEEDBACK

2,400+

DURATION

07/2022 ā†’ present

About L'Occitane

L'Occitane en Provence, commonly known as L'Occitane, is a global leader in the beauty and wellness industry, known for its high-quality, sustainable products.

As an international manufacturer and retailer, L'Occitane operates in over 90 countries, boasting a robust network of more than 3,000 stores worldwide. The company offers a diverse range of products, including skincare, fragrance, hair care, and bath and body products.

Overview

In July 2020, L'Occitane Romania embarked on a strategic partnership with Staffino. As a brand that constantly raises the bar on customer experience, L'Occitane sought to leverage Staffino's groundbreaking Mastery ShoppingĀ®.

This innovative CX programme facilitates comprehensive customer feedback collection and simplifies the process of data analysis and reporting.

Goal

The objective of this case study was to ascertain the relationship between customer satisfaction and their spending habits.

It aimed to understand the impact of positive customer experience on purchasing behaviour, specifically the frequency of purchases and spending per purchase. This was done with the intention of uncovering potential strategies for boosting revenue by enhancing customer satisfaction.

Methodology

L'Occitane, in collaboration with Staffino, implemented a sophisticated and systematic approach to gathering customer feedback. This involved reaching out to the loyalty card holders after their purchases in-store, using communication channels such as SMS and emails to solicit their feedback. The gathered data was meticulously recorded on the Staffino customer experience dashboards, enabling a comprehensive and in-depth analysis.

Top Solutions Used

Mastery Shopping
Staffino Mastery ShoppingĀ®
icon_standard@2x
Staffino Standard Feedback
icon_nps
Staffino NPS
Staffino CSAT

Key Findings

1. Satisfied customers spend 58% more per purchase, which equals approximately ā‚¬28

Our research has unveiled that promoters, or those who identified as loyal, satisfied customers through the Net Promoter Score (NPS), exhibit a 58% increase in spending per purchase. This translates to an additional expenditure of approximately ā‚¬28. This highlights the significant impact of customer satisfaction on enhancing revenue, further emphasising the importance of investing in customer experience strategies.

2. NPS Promoters shop more often, making 17% more purchases

The case study also reveals a positive relationship between customer loyalty and purchasing frequency. Promoters tend to shop more frequently, resulting in a 17% increase in purchase instances. This underlines the importance of customer satisfaction in driving repeat business and increasing sales volume.

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The Impact of Comprehensibility and Response Time on CX in the Energy Sector

VSE logo

The Impact of Comprehensibility and Response Time on CX in the Energy Sector

VSE Leverages Customer Effort Score Data to Improve Customer Service

CUSTOMER SERVICE

240 + employees

AMOUNT OF FEEDBACK

125,000 +

DURATION

2019 ā†’ present

About VSE

VSE (VychodoslovenskĆ” energetika a.s.) holds the title of being the foremost electricity provider in eastern Slovakia, as well as the second-largest gas supplier in the entire country. With a longstanding presence in households for numerous decades, VSE not only delivers energy but also introduces innovative products and solutions that enhance the quality of life for its customers.

Overview

VSE is dedicated to constantly improving and ensuring an outstanding customer experience. Its utmost priority is to assist customers in resolving their needs swiftly and effortlessly. To monitor the level of simplicity, VSE relies on the Customer Effort Score (CES) metric, which it assesses through customer feedback in the Staffino platform.

Recent business review revealed there is a strong correlation between the Customer Effort Score (CES) and two key factors: comprehensibility and response time.

Goal

The primary goal of this case study is to analyse the impact of comprehensibility and response time on the Customer Effort Score (CES) within VSE customer support services, using customer feedback data from Q1/2023.

Methodology

Utilising the Staffino platform, VSE effectively gathered customer feedback through email and SMS channels. This feedback was collected following each customer interaction across various touchpoints, such as customer centres, back-office support, and web-based assistance.

Case Study VSE

Customers were encouraged to share their experiences and respond to inquiries regarding key performance indicators, such as Net Promoter Score (NPS), Customer Effort Score (CES), and other critical CX metrics. To ensure the best possible outcomes, VSE consistently analysed the data they obtained in collaboration with Staffino's in-house customer experience consulting expert.

Top Solutions Used

CES
Staffino CES
icon_nps
Staffino NPS
icon_standard@2x
Staffino Standard Feedback
CX Consulting Services
Staffino CX Consulting

Key Findings

1. Correlation between CES and Comprehensibility

The data analysis revealed a significant correlation between CES and the comprehensibility of the support representative's response. The comprehensibility percentages ranged from 0% to 84%, with the highest impact on CES observed at 84%. This indicates that customers value clear and easily understandable responses from support representatives.

Comprehensibility vs CES

2. Correlation between CES and Response Time

The correlation between CES and response time was also analysed, showing that response time also influences the overall customer experience. With percentages ranging from 0% to 82%, the highest impact on CES was observed at 82%. However, the influence of response time on CES was found to be lower compared to comprehensibility.

CES vs. Waiting Time

Recommendations

Based on the findings, it is evident that comprehensibility has a more significant impact on the Customer Effort Score (CES) than response time. This suggests that VSE should prioritise providing clear and easily understandable responses to customer inquiries to enhance their overall customer experience. While response time remains an essential factor, the focus should be on delivering high-quality support that meets customers' expectations and contributes to a better CES. This is how it can be achieved:

  • Train customer support representatives to provide clear, concise, and easily understandable responses to customer inquiries.
  • Use Staffino's AI Assistant to ensure the highest efficiency and comprehensibility of responses to customer inquiries.
  • Implement quality assurance measures to ensure that support responses meet the desired comprehensibility standards.
  • Continue monitoring and analysing CES data to identify areas for improvement and track the impact of implemented changes.
    • Get free access to the Staffino demo

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    An Innovative Problem-Solving Approach Boosts Employee Engagement

    Volkswagen Financial Services

    Driving Employee Engagement through an Innovative Problem-Solving Approach

    Volkswagen Financial Services Unlocks the Potential of Employee Voice with Staffino

    CALL CENTRE AGENTS

    30+

    FEEDBACK SINCE 2020

    8,000 +

    DURATION

    2020 ā†’ present

    VWFS

    About VWFS

    Volkswagen Financial Services is a prominent financial company in the Czech market, specialising in the financing of passenger and commercial vehicles since 1992.

    As a business division of Volkswagen AG Group, Volkswagen Financial Services has a portfolio of more than 20.3 million contracts across 48 countries and employs 16,267 people.

    Overview

    We have been collaborating with the Czech branch of Volkswagen Financial Services (VWFS) since 2017 and implemented major improvement tools at the end of 2020.

    We measure a wide range of customer experience metrics, and VWFS also employs closed-loop feedback management, which enables them to respond to customer feedback and address their issues in real time. Furthermore, their front-line employees are also included in the process.

    Goal

    The aim was to increase front-line employee engagement by empowering them to take a proactive problem-solving approach in the closed-loop feedback process.

    Methodology

    In the first stage, we implemented our Standard Feedback solution with closed-loop feedback management tools, enabling managers to discuss customer issues with customers and other managers.

    VWFS CX Discussion

    In the second stage, we enabled an internal discussion process that went beyond the traditional managerial dialogue. This allowed front-line employees to participate and contribute to the problem-solving process. The initiative was spearheaded by Dan Toma, Head of the Client Centre at VWFS back then, who proposed that employees should be empowered to start internal discussions. This feature was then successfully implemented.

    Top Solutions Used

    icon_standard@2x
    Staffino Standard Feedback
    icon_csat
    Staffino CSAT
    icon_nps
    Staffino NPS
    Staffino FCR

    Results

    In addition to managers being able to proactively manage customer issues, front-line employees at VWFS can now share their ideas to help create a happier and more efficient work environment. Empowering employees in problem-solving has not only enhanced employee engagement and spurred innovative ideas for improvement but also increased customer satisfaction.

    This change resulted in a more streamlined communication process and enabled a better understanding of customer needs. Moreover, it has allowed managers to take corrective actions quickly, providing an enhanced customer experience.

    internal discussion
    dan toma

    Today, it is standard procedure for us that when a comment is received from a customer, the employee automatically sends a message about the specific case to the manager through the Staffino platform. This way, we not only understand the employee’s perspective of the situation, but we might also gain insights for improvement.

    Dan Toma

    Operations Specialist Europe

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    cofidis case study

    A Successful NPS Improvement Plan Turned Detractors into Promoters

    Cofidis logo

    A Successful NPS Improvement Plan Turned Detractors into Promoters

    Cofidis Slovakia Reaches New Customer Loyalty
    Heights with a 15 pp NPS Increase

    AMOUNT OF FEEDBACK

    3,000 +

    LOCATION

    Slovakia

    DURATION

    2021 ā†’ present

    cofidis case study

    About COFIDIS

    COFIDIS Slovakia specialises in consumer financing, financing the purchase of motor vehicles, instalment sales and loans. It is part of the COFIDIS GROUP, an international financial company operating in 9 European countries, specifically in France, Belgium, Italy, Spain, Portugal, Hungary, the Czech Republic, Poland and Slovakia.

    Overview

    We have been working with COFIDIS Slovakia since 2021 on improving their contact centre customer experience through collecting customer feedback and measuring key CX metrics, including NPS and CSAT.

    Goal

    Enhance customer experience with the contact centre and increase customer loyalty through closed-loop feedback management.

    loyality badge

    Methodology

    After the implementation of Staffino, COFIDIS began collecting customer feedback on their contact centre interactions. Through automated SMS requests, customers were asked to provide verbatim feedback and rate their experience in terms of NPS, CSAT, and FCR metrics. This allowed COFIDIS to get the most accurate insights possible.

    When a valid comment was received, the Client Care department always followed up with the unhappy clients by ensuring that the cause of their dissatisfaction was eliminated as soon as possible, contacting the client about this and apologising for the inconvenience.

    NPS flow

    Top Solutions Used: What was our action plan to improve net promoter score?

    icon_standard@2x
    Staffino Standard Feedback
    icon_csat
    Staffino CSAT
    icon_nps
    Staffino NPS
    Staffino FCR

    Key Results

    #1 Year-over-year NPS increase of 15 pp.

    After a two-year partnership with us, COFIDIS Slovakia achieved an amazing 15-point boost in their NPS score. This incredible increase in customer loyalty and retention demonstrates that clients not only like the company's services, but they trust and recommend it to others.

    Given that NPS score ranges beween -100 and 100, COFIDIS's clients clearly love the brand, and their loyalty shows no signs of waning.

    NPS Progress

    #2 Substantial detractor cut

    COFIDIS Slovakia managed to cut the detractors by 5.9% between 2021 and 2022. Detractors are unsatisfied customers who are unlikely to come back and can have a detrimental effect on your business's financial performance.

    Turning these detractors into promoters helped minimise customer churn and reduce the financial strain on the company.

    NPS chart

    #3 Exceptional CSAT agent

    In addition to the impressive NPS results, COFIDIS Slovakia enjoys unprecedented customer satisfaction with its contact centre agents. At the end of 2022, the agent CSAT score was 4.84 out of 5, indicating that clients were highly satisfied with the approach of the employees.

    This success is attributable to the Client Care department's ongoing dedication to responding to customer feedback and delivering the best possible satisfaction results.

    CSAT badge
    Cofidis testimonial

    As the head of the Client Care department, I consider it important to provide our clients with the highest possible quality of service. With my team, I’m continuously striving to improve our services and ensure the best customer experience. We highly value the feedback we receive from our clients through our cooperation with Staffino.

    Marcela Jurickova

    Head of Client Care

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