Case Study: RTL improves customer service and insights with Insocial

The success of RTL; The digital world of a traditional media company

RTL, the Dutch media company behind Videoland, wanted to become more fan-centric by listening more closely to customers across its digital service. Its challenge was to gain better insight into customer satisfaction and feedback across multiple channels and key moments in the customer journey, including sign-up, ongoing use, and cancellation.

Insocial provided a feedback platform that RTL uses alongside OBI4wan webcare tooling to collect CSAT, transactional NPS, relational NPS, and open-text testimonials. By combining these feedback streams and sharing the insights with teams, RTL can continuously improve its online service and optimize support every day, with the integrated setup delivering valuable organizational insights.

RTL