Case Study: Victorian Plumbing achieves 106% increase in advisors meeting Temperature Score KPI and improved customer service with Customer Thermometer

Customer excellence using feedback at Victorian Plumbing

Victorian Plumbing, one of the UK’s largest online retailers of bathrooms and accessories, needed a way to measure customer satisfaction at each contact and create a department-wide KPI for advisors. They turned to Customer Thermometer, using its Zendesk-integrated feedback tool to capture real-time ratings from customers via clickable icons in email footers.

Customer Thermometer’s solution let Victorian Plumbing blend advisor-level email scores with post-call ratings into a single Temperature Score, introduce a KPI and bonus incentive, and track performance with robust reporting and customizable prompts. As a result, the business saw a 106% increase in advisors meeting or exceeding the Temperature Score KPI, improved visibility into advisor performance, and better overall customer care.

Victorian Plumbing

Joe Pascoe

Senior Marketing Manager