Case Study: Festo turns customer feedback into action with Forsta

Festo turns 21,000+ customer interviews into action with Forsta

Festo, a global leader in industrial automation and technical education, faced the challenge of capturing and acting on customer feedback consistently across its expansive operations in 60 countries. To address the increasing complexity and protect long-term customer relationships, Festo partnered with Forsta to implement a unified Voice of Customer program.

Using Forsta's Customer Service Tracker (CST), Festo created a scalable global feedback ecosystem. The solution now operates in over 40 countries, conducting more than 21,000 customer interviews annually and managing 2,300+ customer alerts through a closed-loop process. This has enabled Festo to reduce churn risk, identify new business opportunities, and drive continuous improvement with reliable, data-driven insights.

Festo