Case Study: a leading consumer packaged goods company boosts CX survey response rates with Concentrix

CX transformation is providing more channels and empowering self-service to improve the customer experience for retail partners

Concentrix worked with a leading retailer company, a consumer packaged goods business with global and local brands, to modernize its voice of the customer (VOC) customer experience measurement program. The company was struggling with low survey response rates and a limited view of the customer journey because it relied only on email-based customer support surveys.

Concentrix helped implement a modern CX measurement approach using fully branded web surveys, omnichannel data collection, smart survey logic, and analytics-driven stakeholder reviews. The changes led to a 26% increase in overall survey completion rate, an 8% lift in overall satisfaction, a 14% increase in advisor satisfaction, a 12% increase in resolution, a 7% improvement in first call resolution, and product-branded surveys that boosted response rates by more than 15 points.