The teams turning feedback into action.

“Through customer feedback, Hello Customer helps us to identify the ‘cost of non-quality', which are costs that arise because of the time that employees spend to right wrongs or to solve other issues that create operational costs. This way we can make improvements.

“Hello Customer is a tool we intensively use to measure customer feedback. We've been working with Hello Customer since 2016.

“With Hello Customer, we moved from simply observing satisfaction to truly understanding it. We now steer the customer experience with real precision.

“Since implementing Hello Customer three years ago, we've gained over 4% on our contract renewal rate. For us, that's the voice of the customer directly driving business results.

“Feedback only matters if it leads to action. We don’t collect it to report on it, we collect it to improve the experience.

“Eight hundred of our employees see customer feedback every day. That's the food for the customer intimacy culture we've built at Helan. The back office team that took it very seriously lifted their CSAT 10 to 15 percent in a year.

“Hello Customer enables us to have a comprehensive view of negative intentions throughout our customers’ lifecycle, detect customers at risk of churn, and identify emerging trends.

“Feedback keeps us on our toes, it gives us an outside critical view on our processes, but it also guides us in how we can further develop our strategy in a sustainable way, and it shows us what we can promote better to increase our conversion.

“In our industry, customer experience is the only differentiating factor. Hello Customer helps us to make the difference through service excellence and shows us our customers' biggest pain points so we can solve them.

“The surveys from Hello Customer are very easy for our customers to fill in. That way we reach high response rates, allowing us to keep a finger to the pulse for new projects and our current services.

“With Hello Customer we capture feedback at a higher frequency than we did with market research. This allows us to go through incremental evolutions and optimize our services step by step.

“With Hello Customer, issues surface more quickly because of the constant stream of feedback. This offers an advantage compared to mystery shopping because we can intervene sooner in case a store is understaffed or if the product offer doesn't meet the customer's needs.

“Setting up the surveys and analyzing feedback happens quickly and naturally. It has huge financial benefits compared to using three or four different platforms. Even without making any changes to our services, we’re making profit.

“55% of our respondents answer the open feedback question, giving us the data to conclusively show what our customers expect us to adjust. This way we can give more weight to the recommendations for improvements we make for higher management.

“Hello Customer provides us with a tool to keep an eye on the customer and to do something with their feedback in the midst of a strategic change process. It makes customer input part of the debate and ensures that we keep the customer in the back of our minds.

“Thanks to the insights we get from customer feedback, we can give our people the right arguments to convince our customers to trust Luminus as their partner and energy provider. Allowing us to defend our market position in a highly competitive market.