Case Study: Christelijke Mutualiteit optimizes customer feedback and service improvements with Hello Customer

Optimising your service offering through feedback

Christelijke Mutualiteit (CM), Belgium’s largest health insurance fund with 4.5 million members, wanted a simpler and more effective way to capture and act on customer feedback across its 19 regional branches. Before working with Hello Customer, CM relied on decentralized, long surveys and multiple tools, which made response rates low, feedback analysis manual, and service improvement difficult to coordinate.

Hello Customer implemented an end-to-end customer feedback platform for CM, consolidating all feedback in one system with AI-driven text analysis. This helped CM cut costs, reduce the number of tools and resources needed, improve response rates with shorter surveys, and evaluate external partners more effectively. The platform also enabled real-time insights and quicker service improvements, helping CM close the loop and measure the impact of changes sooner.

Christelijke Mutualiteit

Ken Van de Steen

Staff Member Marketing & Sales