Case Study | Nespresso

THE CHALLENGE

Nespresso wanted a customer feedback solution that would enable the company to communicate more effectively with it's customer mix, to do so in a more friendly manner and to ensure the freshest insight, to shorten their survey response times.

THE SOLUTION

Questback designed an event driven survey solution to help Nespresso reach out to their customers at the smartest times and locations. Responsive to all channels and customer touchpoints allows. Nespresso to access more feedback, faster. The solution also works to help Nespresso increase the customer satisfaction related to the entire sales process.

THE RESULT

Nespresso has a closer connection to customers and better understanding of their needs. The team responsible for Customer Service uses Questback every day for gathering feedback: unlocking the power of their customers` opinions and using it to drive the company's customer support offering, quality control and customer awareness initiatives. 

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