Case Study: CareCo improves customer experience and operations with CustomerSure

CareCo boosts survey response rates to 18% with CustomerSure

CareCo, a UK mobility retailer, faced the challenge of gaining a deeper understanding of its customer journey. They relied on reactive feedback and public reviews, which only highlighted problems after they occurred and offered limited visibility for proactive improvements. To address this, they partnered with CustomerSure to implement its Voice of the Customer Platform.

CustomerSure's solution embedded real-time customer feedback into daily operations through automated surveys, dashboards, and a cross-functional forum. This enabled CareCo to make significant operational improvements, such as streamlining returns and warranty processes. The results included an 18% survey response rate, the establishment of Voice of the Customer Awards for staff recognition, and being shortlisted for three UK Customer Experience Awards. CustomerSure helped transform their culture and use insight for continuous improvement.

CareCo