Challenges

LinkCity, a company committed to customer loyalty, was facing retention problems. In fact, more than 80% of customers who left the company did not respond to customer satisfaction surveys, despite a fairly high return rate of 60%. LinkCity's project leaders could cause a poor customer experience on the ground, and headquarters did not have the necessary information to address these dissatisfactions before it was too late.

Solution

LinkCity focused on the quality and features of AlloReview's questionnaires to solve this retention problem. A questionnaire sent to all customers with a return rate of 75% provided detailed feedback that the central team could use to address dissatisfactions. Automated actions were put in place. Negative feedback from a customer triggers a personalized response to address the issue and creates a ticket in the CRM so that teams can follow the customer's progress. Non-respondents (25% of cases) were contacted by LinkCity's customer service to obtain responses.

Results

The implementation of AlloReview has halved LinkCity's churn rate through a better understanding of customer frictions and automation of tasks that make customer service more efficient. Only 15% of customers who left the company during the period did not respond to the customer satisfaction survey, which allowed LinkCity to better understand the reasons for their departure and take action accordingly to improve their journey.