Case Study: Karl Storz Endoskope achieves 98% repurchase and 96% recommendation rates with InMoment

Comprehensive Listening & Advanced Analysis of Customer Feedback Help KARL STORZ

KARL STORZ, a Germany‑headquartered leader in reusable endoscopy products for over 70 years with 15,000 products across 50 locations in 44 countries and 7,500 employees, needed white‑glove service capabilities to match the cost, complexity, and real human impact of its offerings. The company sought real‑time, actionable insight into the customer journey to replicate exceptional experiences, resolve issues quickly, and identify root causes.

Partnering with InMoment, KARL STORZ combined structured scores and unstructured comments with real‑time supervisor alerts, prescriptive analytics, coaching reports, and employee feedback to create always‑on listening. In under a year this drove faster resolutions and better service—customers reported a 98% likelihood to purchase again and a 96% likelihood to recommend, while timeliness of resolution improved 5% and representative knowledge rose 6%.

Karl Storz Endoskope