A leading technolody company wanted to use customer feedback to translate great customer satisfaction into customer loyalty—and evolve the company’s business processes to achieve even better business results.
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Determined to improve the quality of its support operations, the company partnered with the Confirmit team to implement a customer feedback program to capture the “Voice of the Customer”, deliver hard data about customer satisfaction, and highlight areas for improvement.
This case study will highlight how the company was able to:
- Increase customer satisfaction results to 94%
- Deliver over 100 business process improvements as a result of customer insight
- Increase revenue from satisfied customers
- Increase Survey response rates by more than 10X
“Confirmit is our wind sail. It gives us hard data to guide our business processes; but more than that, it gets us beyond ‘satisfying’ customers to creating true customer loyalty. The result is a better business model, higher sales, and more referrals.”
Chief Operating Officer