Case Study: Nestlé improves employee satisfaction and service quality with FeedbackNow

How Nestlé Improved Employee Satisfaction and Service Quality with Real‑Time Feedback

Nestlé faced a challenge at its Vevey campus in accurately measuring employee satisfaction with on-site facility services. Their previous method of collecting feedback through web-based forms resulted in low response rates and data that was skewed toward negative experiences, making it difficult to identify operational issues. To get a complete picture, they needed a faster and simpler feedback solution from a vendor like FeedbackNow.

The FeedbackNow solution involved deploying simple sentiment buttons across high-traffic areas, allowing for immediate and anonymous feedback. This provided the Facility Management team with real-time data, enabling quick interventions that improved service quality. For example, one campaign saw satisfaction scores for restaurant staff friendliness rebound from 60% to 80% in just three weeks. The FeedbackNow system ultimately increased overall satisfaction, provided operational agility, and boosted team morale.

Nestlé

Raoul

Facility Management Lead