Case Study: Tobermore achieves customer experience excellence with Customer Thermometer

Paving the Way to Customer Experience Excellence with Tobermore

Tobermore, an award-winning UK & Ireland manufacturer of paving and walling products with around 400 employees and £50m in annual orders, needed to scale and automate customer communications without losing its personable service and to start collecting structured, actionable feedback. To do this it adopted Customer Thermometer’s real-time feedback solution (deployed alongside Exclaimer for tailored email signatures) so it could capture responses directly from the emails customers already prefer.

Customer Thermometer was integrated with Exclaimer to place branded, trackable feedback links in targeted email signatures, giving Tobermore market- and individual-level insight in real time. The vendor’s solution delivered representative response levels and more reliable data, enabled managers to review every comment, set KPIs for customer satisfaction, take immediate action (training or service changes) on low scores, and use positive feedback to motivate staff—helping Tobermore drive more consistent, higher-quality customer service.

Tobermore

Roisin O’Kane

Commercial Marketing Manager