Case study

The challenges : 

• No systematic customer feedback, especially for subcontractors.
• The company was paying an external firm to call all the clients and gather their feedback. These calls were costly, and clients were no longer responsive to this type of phone outreach.
• A rating of 3.8/5 on Google was not satisfactory.

The results : 

• Customer feedback is now systematically collected, allowing for quick identification of issues and the recovery of dissatisfied customers.
• The Google rating increased to 4/5 stars, which contributed to an increase in foot traffic to the store.
• Thanks to active monitoring of reviews and complaint management, some customers who had a bad experience changed their online reviews after being contacted to resolve their issue.
• The company can now improve its customers’ experience and increase their loyalty to Trévi Joliette.
• Personalized follow-up with customers allows for resolving their issues in a more human and effective manner.