Case Study: GNP boosts customer feedback response rates with Feedbackly

GNP - Customer Case Study

GNP, Mexico’s largest insurance company, needed a better way to collect timely, relevant customer feedback across many touchpoints. Before working with Feedbackly, its feedback data was often outdated or inconsistent, making it hard to base service improvements on real customer input.

Using Feedbackly’s multichannel customer survey solution and Feedback Inbox, GNP was able to gather feedback in real time, communicate directly with customers, and track feedback history to set customer KPIs. Within 24 hours, GNP saw a 12% response rate, and response rates later increased by an average of 20%, helping the company make more accurate process changes and improve customer experience.

GNP

Jaime Paredes

CRM Analyst