Case Study: P&G achieves better service for more customers with Get Satisfaction

P&G - Customer Case Study

P&G’s Braun and Oral-B brands wanted to modernize customer support by reaching more customers faster and at lower cost than traditional email or phone service allowed. Using Get Satisfaction, they aimed to create a community-driven service experience where customers could ask questions, share advice, and connect with P&G representatives.

Get Satisfaction provided the platform and embedded widgets for the brand website, Facebook pages, and retail partner sites, helping P&G route customers to existing answers and engage in more personal conversations. The results included 19x more customer engagement than email, a 10% increase in satisfaction/loyalty, a 98% self-service rate, a 61% reduction in email contacts, a 67% cost reduction, and more than $4 returned for every $1 invested.

P&G

Justine Howarth

Global Consumer Relations