Case Study: Securitas strengthens service quality and customer feedback with Hello Customer

Evolving in your market by using customer feedback

Securitas, the global market leader in security solutions, wanted to evolve toward “Security as a Service,” deliver consistent service quality across departments, and break down internal silos so everyone could act on customer feedback. To support this, Securitas worked with Hello Customer and its customer feedback platform to expand feedback collection beyond the control room and give more teams access to customer insights.

Hello Customer helped Securitas centralize and act on feedback through its conversation manager, enabling faster follow-up on negative scores, analysis of open comments, and coaching based on customer calls. The results included a 30% response rate to score questions and 58% to open feedback, as well as a reduction in the cost of non-quality. Based on the insights, Securitas launched three action plans: soft skills training for control room teams, a clearer welcome brochure, and a better introduction call to set expectations for new customers.

Securitas

Anne Caremans

Senior Project Manager