The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate

Sabio InsightCustomer ExperienceRetail
The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate

The White Company is known for impeccably stylish, beautifully designed products, principally in white. The retailer believes in making the most of life’s simple pleasures – and that it’s the little things that matter.

The Challenge

The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered.

The Solution

Bright Navigator was implemented to survey customers to gather evidence to enable performance to be measured properly.

The Results

  • Automating customer feedback delivered a 20% increase in response rates enabling greater confidence in the accuracy of the feedback
  • Issues are dealt with as soon as they happen and training for staff is provided based on what is required
  • The evidence enabled The White Company’s outsource partner to deliver the same quality service quicker

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