Case Study: Stuart achieves faster, higher-quality customer service — saves 20 hours/week and boosts agent performance with Dixa Quality Assurance

How Stuart leverages customer service quality assurance to grow their business

Stuart, Europe’s leading on‑demand logistics platform based in Barcelona, needed to ensure customer feedback drove product and service improvements while keeping support agents engaged and developing. To replace spreadsheets, consistently monitor QA, easily select and score conversations, and improve agent and customer experience, Stuart selected Dixa’s Quality Assurance.

Dixa’s Quality Assurance centralized and automated Stuart’s QA lifecycle, smartly selecting conversations and consolidating feedback to make QA twice as efficient. The project saved 20 hours of global reporting per week, delivered an 11% boost in agent ticket‑management performance, cut ticket selection and review time by 67% (from 15 to 5 minutes), and increased QA validation rates by 20%, while giving leaders real‑time visibility and actionable insights to drive further improvements.

Stuart

Andrew Baylis

Head of LiveOps and Support