Case Study: Liantis turns customer feedback into measurable fixes with Hello Customer

Liantis closes the loop on feedback with Hello Customer, reaching 81% promoters among new self-employed starters

Liantis, a Belgian HR services provider, faced challenges in effectively utilizing customer feedback due to its many teams all wanting to ask questions, which risked survey fatigue. Furthermore, its ISO-compliant quality system required proven fixes with measurable results, moving beyond biennial studies to a need for continuous, actionable insights. The company partnered with Hello Customer to address this.

Using the Hello Customer platform, Liantis implemented a rigorous "measure, fix, measure again" system. Key solutions included automatically turning detractors into Zendesk tickets, appointing an owner for each of its 15+ measure points, and mandating re-measurement to prove a problem was solved before closing it. This resulted in a proven 81% promoter score among new self-employed starters and provided a single, evidence-based voice of customer report for the board, combining Hello Customer data with other feedback sources.

Liantis