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Case study

Case study

Closer to customers. Ahead of competitors.

Closer to customers. Ahead of competitors.  Tools used Multi-mode survey design   Real time touch-point level reporting  Issue resolution alerts  Expert feedback consultation  For AIG, getting an edge on competitors meant bridging the gap between company and customer. With Forsta in its corner, the insurance giant built a vast, powerful program that listened to  customers, and fueled the business with their feedback. The challenge One step removed […]

Closer to customers. Ahead of competitors.
Case study

Getting the balance right for KS&R

Getting the balance right  for KS&R  Tools used Surveys design  Data visualizations  Live video  Digital interviews  Text analytics  How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time.   The challenge Creating custom-made research despite market pressures  Making sure their research is custom-made for clients is at the heart of KS&R’s strategy. But around them, […]

Getting the balance right for KS&R
Case study

Turning satisfaction into a science

Turning satisfaction into a science  Tools used Survey design   Visual reporting  Customer satisfaction analysis  Issue resolution alerts  World-leading medical device company CareFusion wanted to up their game when it came to customer satisfaction. Forsta helped them build the Voice of Customer (VoC) program to take on the task.  The challenge Ad hoc surveys that weren’t telling the real […]

Turning satisfaction into a science
Case study

Parent voices without borders

Parent voices without borders  Tools used Survey design    Interactive dashboards  Localization & translation  Alerts  Cognita is a network of schools that spans the globe – from Europe to Latin America to South-East Asia. With Forsta’s help, it created a program to hear and harness the voices of parents across different regions and languages.  The challenge […]

Parent voices without borders
Case study

Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine

Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine  Tools used Survey design and distribution  Customizable dashboards  Action management  Text analytics  How How our software helped Wyndham Destinations Asia Pacific rise from “gut feel” to hard stats.  The challenge Steering a big ship makes clear data a must  Wyndham Destinations Asia Pacific quickly became the […]

Cruising Wyndham Destinations Asia Pacific’s customers to cloud nine
Case study

Keeping PHLY on top of the insurance food chain

Keeping PHLY on top of the insurance food chain  Tools used Sophisticated survey design capabilities  Tailored dashboards  Action management  Consulting services  How our software helped Philadelphia Insurance Companies (PHLY) set themselves apart from the competition.  The challenge A brave new world for insurance  In 2010, the insurance landscape was changing. There were no guarantees when […]

Keeping PHLY on top of the insurance food chain
Case study

Hearing customers voices – locally and globally

Hearing customers voices – locally and globally  Tools used Survey design    Data and feedback analysis  Action management  Text analytics  How our software helped Siemens Corporation bring a global approach to hearing their customers’ voices.   The challenge Bringing Siemens Corporation their own solution  Siemens Corporation, a US subsidiary of Siemens AG, wanted to find a way […]

Hearing customers voices – locally and globally
Case study

Working together to put customers in focus

Working together to put customers in focus  Tools used Survey and program design  Interactive dashboards  Data analysis  Action management  How eir Large Business made focussing on customers its priority, in a successful partnership with W5 and our software.   The challenge Figuring out performance in the eyes of the customer  Telecoms business provider eir Large Business […]

Working together to put customers in focus
Case study

Turning customer voices into tangible change

Turning customer voices into tangible change Tools used Data integration  Product-specific surveys Advanced reporting  NPS tracking  Thanks to an award-winning Voice of Customer (VoC) program built with Forsta, Virgin Money has made customer experience a driving force in its banking business.  The challenge How to hear and harness 3.3 million customer voices  Virgin Money’s business […]

Turning customer voices into tangible change
Case study

Finding the feedback process to make great service even better

Finding the feedback process to make great service even better Tools used Voice of Customer surveys  Action management alerts   Data analytics  Custom benchmarking  Carlson Wagonlit Travel already had industry leading customer service. Now they wanted the tools to stay at this high level for the long term, and get even better.   The challenge When your […]

Finding the feedback process to make great service even better