Case Study: Vaillant achieves automated customer and employee feedback management with ClickTools SURVE

Vaillant Group UK Uses SURVE to Manage & Respond to Feedback from Customers and Employees

Vaillant Group UK, a leading heating technology manufacturer, needed to reduce manual work in customer feedback management, improve NPS reporting, gain better visibility into call outcomes, and understand employee sentiment during periods of change. To do this, Vaillant used ClickTools’ SURVE solution with Salesforce as the central hub for surveys, analysis, and reporting.

ClickTools implemented automated customer satisfaction surveys, NPS calculation directly in Salesforce, a call script for support teams, and an anonymous staff survey for change management feedback. The results included more than 460 call outcomes in the trial and 17,258 calls recorded in the first four weeks, while also eliminating manual scoring and giving Vaillant faster, more accurate insight into customers and employees.

Vaillant

Elizabeth Parker

Call Agent, Vaillant Group UK