Festo: Turning customer feedback into action
The challenge
As a global leader in industrial automation and technical education, Festo serves more than 300,000 customers across approximately 60 countries. But as the organization expanded, capturing and acting on customer feedback consistently across regions, functions, and interaction channels became increasingly complex.
Festo needed a unified approach to understanding customer experiences across touchpoints, identifying friction before it affected long-term relationships, and ensuring dissatisfied customers received timely follow-up. At the same time, local teams and headquarters required reliable, comparable data to drive confident decisions and continuous improvement across the business.
The solution
Partnering with Forsta, Festo implemented a global Voice of Customer program through its Customer Service Tracker (CST), creating a scalable framework for collecting, analyzing, and acting on customer feedback across the customer journey.
Today, the program operates in more than 40 countries and captures over 21,000 customer interviews annually across multiple transactional touchpoints. An integrated closed-loop process with clearly defined responsibilities enables teams to respond quickly to dissatisfied customers, document follow-up actions, and systematically address customer concerns.
With shared analytics and transparent reporting, Festo can identify customer pain points, prioritize improvements, and continuously evolve its customer experience strategy while maintaining consistency across a global organization.
The results
- 21,000+ customer interviews conducted annually across multiple transactional touchpoints.
- 40+ countries participating in a unified Voice of Customer program.
- 2,300+ customer alerts managed each year through a structured closed-loop process.
- Reduced churn risk through proactive follow-up with dissatisfied customers.
- Additional business opportunities identified through customer feedback conversations.
By creating a scalable global feedback ecosystem, Festo transformed customer insights into meaningful action. The organization now has a consistent, data-driven approach to improving experiences, strengthening customer relationships, and driving continuous improvement across its global operations.