Case Study: Stonewater Improves Customer Experience with Real-time Feedback from Mobile Commons

Stonewater achieves 84.5% overall customer satisfaction with Mobile Commons

Stonewater faced the challenge of improving customer experience while shifting to remote work during the global pandemic. Their existing customer feedback process, reliant on costly telephone surveys, produced low volumes and delayed results up to six weeks, preventing timely, actionable insights. To address this, they partnered with vendor Mobile Commons and implemented the Rant & Rave service.

The solution from Mobile Commons enabled Stonewater to gather real-time feedback across multiple touchpoints and channels like SMS, email, and voice messaging. This allowed for immediate interventions and closed the feedback loop rapidly. The measurable results included an 88.2% customer satisfaction rate for the Contact Centre, an 84.5% overall satisfaction score, and 82.6% satisfaction for Responsive Repairs.

Stonewater