A security operations centre scoring above 90%, from a single question
How Securitas Belgium turned one question after every call into a security operations centre scoring above 90 percent, and an early-warning system for customers at risk.
Securitas Belgium is part of the global Securitas group, a worldwide market leader in security. It employs more than 6,000 people in Belgium and serves businesses, public institutions and private customers, from on-site guarding, mobile patrols, fire and safety services, to remote video monitoring and much more. With one beating heart: the Security Operations Center (SOC) that handles alarm calls.
Anne Caremans manages the Client Care department. Her aim is straightforward: give customers the best possible service, keep them happy, and trust that it strengthens retention and loyalty over time. She sits next to her team so she can pick up on live conversations, and she opens Hello Customer every day. She looks at the score, but mostly she reads the comments.
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.
Anne CaremansClient Care Manager, Securitas BelgiumWhat they needed to solve
Securitas wants every department to deliver the same high level of service and keep customers happy, in the belief that better service strengthens retention and loyalty. As the market leader, it knows that standing cannot be taken for granted. The practical problem was how to gather that feedback without asking customers for more than they would give.
As Anne put it, the moment a survey adds a second and a third question, people stop. Securitas needed feedback that customers would actually complete, across two operations with very different scopes. Client Care fields questions about products, installations, and the technicians who fit the systems, so its scores reflect far more than the phone conversation. The SOC does one tightly defined thing: handle the alarm call.
A security customer who loses confidence rarely files a complaint. Anne had run proactive retention teams before and knew the value of catching those signals. At Securitas, she needed a reliable source for the customers who had quietly become unhappy, while there was still time to call them.
How Securitas uses Hello Customer
Securitas asks a single question after a call and scores it from one to five. That restraint is the point. “I'm still surprised to see how many reactions we get, and it's just because we keep it very simple. You have only one question.” Response rates run at 16 to 17 percent for Client Care and up to 20 percent for the SOC. Hello Customer's AI reads the open comments, so one simple question still produces detailed insight. Anne checks it every day, mostly the comments.
The SOC asks one thing: “How satisfied were you with the call yesterday?” on a scale of one to five. More than 90 percent of respondents answer with a four or a five. “It's the first time in a company that I see a department performing above 90 percent.” Anne credits the operators, who handle stressful alarm situations well, and the clarity of the question. It lands while the call is fresh in the customer's mind, and it asks about one specific moment rather than the whole relationship.
Every customer who scores a one or a two gets a callback. Two to three dedicated agents handle this consistently, with three attempts followed by an email if they cannot reach the customer. The agent logs a summary in Hello Customer, and where there is a technical issue, a reference to the ticket raised in Securitas's ticketing system, so every case can be traced.
When a comment reveals something serious, Securitas escalates it into its formal complaints process, which can mean commercial compensation or bringing in other departments to fix the root cause. “I use Hello Customer as my source of customers at risk.” Anne's conviction is that the callback itself builds loyalty. As she puts it, “we don't treat them as a number, we treat them as a real customer,” a contrast with the no-reply survey emails customers usually receive.
Customer comments go straight into client care agent coaching. Hearing it from the customer carries a weight that manager praise does not. As Anne puts it, telling an agent they stayed calm on a hard call matters less than a customer writing that the same agent was friendly and helped them. So the team brings Hello Customer comments into every coaching session, next to the things still to improve. “Giving them the direct feedback from the customer is worth a lot.”
Positive feedback gets as much attention as the negative. Standout comments are shared internally, and one of Anne's colleagues has turned it into a Friday ritual: he reads all the positive comments before the weekend, then heads home happy. When difficult feedback comes in, the loop runs back to the operator who handled the call, so the person who can act on it hears it directly. The pay-off is on agent engagement as much as on customer satisfaction. The direct customer voice, good and bad, is what makes the coaching land and keeps the team motivated.
The SOC, in Anne's Hello Customer dashboard
Results
In the early years, the feedback changed how Securitas worked. Comments showed some processes were too heavy or unclear and that customers sometimes misunderstood the product. That fed concrete action plans: soft skills training for the SOC teams, a redesigned welcome brochure for clearer communication upfront, and an improved introduction call to set the right expectations when new customers are onboarded. The feedback also helped Securitas pin down its cost of non-quality, the operational cost of putting things right, and bring it down. Two years on, that kind of structural fix is rare, because the obvious problems have already been dealt with.
The platform now runs as a monitoring and early-warning layer. If service levels or response rates slip, Anne sees it surface in the feedback. Customers keep answering the one-question survey at 16 to 20 percent, the SOC holds above 90 percent satisfaction, and the at-risk callback workflow is a routine part of how Client Care operates. The direct customer voice shapes both retention and how agents are coached.
We call every customer who gives a bad comment and try to solve it. It creates more stickiness, because we don't treat them as a number. We treat them as a real customer.Anne CaremansClient Care Manager, Securitas Belgium
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