Securitas is a global market leader in security solutions and offers permanent security, technological solutions, advise and training programmes. Securitas services other businesses (B2B) but also private individuals (B2C). Securitas are able to meet specific customers needs and help their customer to find the right security solution for them. Because of changes in the market, Securitas want to evolve and offer “Security as a Service”. For that, all the departments need to provide the same excellent service. All the teams need to be aware of the operational processes in each division thanks to customer feedback.
Their challenges:
We’re market leader, but that can change in an instant. If our customers are unhappy then we need to pick up on those signals quickly enough, before our competitors do the same. We need to prepare ourselves for that so we stand strong.
✔️ Securitas achieved a response rate of 30% to score question and 58% to open feedback
✔️ Securitas take actionable business insights by analyzing customer feedback
✔️Securitas get on average 76% positive customer feedback thanks the all-in-one platform
✔️Securitas reduced cost thanks to customer feedback
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