Case Study: Christelijke Mutualiteit consolidates feedback and cuts analysis time with Hello Customer

Christelijke Mutualiteit consolidates feedback onto 1 platform with Hello Customer

Christelijke Mutualiteit (CM), Belgium's largest health fund, faced a decentralized and inefficient customer feedback program. Its regional branches used various tools like SurveyMonkey, leading to long surveys with low response rates and a significant amount of manual analysis. This made it difficult to get a complete view of their customer journey, especially for services provided by external partners.

By implementing the Hello Customer platform, CM consolidated all feedback into one end-to-end solution. The vendor's AI-driven text analysis eliminated manual work and allowed for short, targeted surveys that increased response rates. This provided CM with real-time insights to evaluate partners and improve services quickly. The solution replaced three or four different tools, optimized internal resources, and made the entire feedback program cost-effective.

Christelijke Mutualiteit