The teams turning feedback into action.

“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.

“We ask one question. The security operations centre scores above 90 percent. And every customer who rates us a one or a two gets a phone call back.

“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.

“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.

“Within our industry, we need to make the difference through service excellence. Hello Customer showed us what our biggest pain points were, and we have implemented several process improvements since.

“We notice that the surveys from Hello Customer are very easy for customers to fill in. That is why we get such high response rates. This allows us to keep a finger on the pulse for new projects and for our current services.

“The platform and the AI are huge timesavers. Setting up the surveys and analysing 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.

“We use Hello Customer to map the expectations and experiences of our customers. It's a structural way to measure the operational performance of your company, and the AI text analysis is very useful as it delivers actionable insights for improvement.

“Market research requires a lot of preparation and time. Hello Customer delivers us a constant stream of feedback in real time and helps us understand how real customers perceive our company, our stores and the changes we implement along the way.

“Thanks to Hello Customer, we can base our recommendations for improvements on objective customer data. The platform quickly shows us which issues are considered important per customer segment and what we should focus on, supported by numbers.

“Hello Customer arrived just in time, as we wanted to be able to monitor strategic changes closely and understand how our customers responded to them, in order to prevent churn.

“The flexibility of the Hello Customer platform lets us measure customer satisfaction continuously along the customer journey. This way we can detect changes in satisfaction in real time and we can quickly take action to improve.