Case Study: Infiniti Telecommunications achieves real-time customer feedback and review growth with Customer Thermometer

How Infiniti Telecommunications monitors CSAT across its units and partners

Infiniti Telecommunications, an Australia-wide telecommunications company, needed a simple way to capture customer sentiment across its service teams, online retail business, and partner interactions. By using Customer Thermometer, Infiniti could gather feedback quickly and consistently without adding friction for customers or staff.

Customer Thermometer was embedded in both personal and automated emails, letting Infiniti route positive, neutral, and negative responses into different follow-up actions. Negative feedback triggered immediate service recovery, positive feedback prompted thank-you messages and review requests, and the company also used the tool to monitor partner experiences with SpringCom. The result was faster issue resolution, better quality control, and stronger online review generation, all in near real time.

Infiniti Telecommunications