Case Study: Karl Storz achieves a 43-point customer satisfaction boost with Challenger Effortless Experience™

Karl Storz - Customer Case Study

Karl Storz, a global manufacturer and distributor of endoscopes, medical instruments, and devices, needed help sustaining its strong customer service performance as changing marketing demands and attrition made it harder to keep improving on its own. The company turned to Challenger and its Effortless Experience™ approach to strengthen representative and supervisor skills while also improving its QA framework and process.

Challenger reworked KARL STORZ’s QA model around six competencies tied to an Effortless Experience™, added trending reviews and integrated coaching for team leaders, and trained all representatives using the Effortless Experience Capabilities Builder, including new-hire onboarding. The result was a 43-point year-over-year increase in customer satisfaction scores, moving the company from “great” to “best.”

Karl Storz

Marian Favors

Director, Customer Support