Case Study: colora converts detractors into promoters with Hello Customer

Converting detractors into promoters thanks to customer feedback

Colora, part of Boss Paints and operating 60 paint stores in Belgium, wanted a better way to understand what customers expected from its in-store service and to identify what made some branches perform better than others. The company also needed help engaging employees to follow up on negative feedback and close the loop with dissatisfied customers.

To address this, Colora implemented Hello Customer’s customer feedback platform, powered by ISAAC, to collect and analyze feedback, compare store performance, and alert teams when customers left negative scores. With Hello Customer, Colora increased response rates by 30%, found that 75% of comments were about staff and mostly positive, and used feedback to convert detractors into promoters while reinforcing employee performance through its bonus system.

Colora

Korneel Verhaeghe

Country Manager