Case Study: Fairphone improves repairability and customer centricity with Hello Customer

Fairphone turns 250,000 customer feedback signals into product improvements with Hello Customer

Fairphone, a sustainable smartphone manufacturer, faced the challenge of scaling its customer feedback program beyond a one-person operation. They needed to centralize and automate feedback analysis to better promote their repair services, improve products based on precise insights, and embed customer centricity across the entire company. They partnered with the vendor Hello Customer to implement its platform.

Using Hello Customer, Fairphone automated the collection and analysis of NPS, CSAT, and CES feedback. This solution freed the team to focus on improvements, leading to a concrete upgrade of the camera on their newest model based on specific feedback. The vendor Hello Customer helped Fairphone build new branded touchpoints, better promote their repair services, and foster a company-wide CX network to act on insights.

Fairphone