Case Study: Ellevio strengthens customer centricity with Netigate CX

Ellevio - Customer Case Study

Ellevio, a Swedish electricity distribution company, needed to better understand its customers to improve satisfaction and drive its strategic transformation. As a longtime customer experience user, they utilized Netigate's survey tools but sought to gain deeper insights from qualitative feedback to identify specific areas for improvement and understand the drivers behind their Customer Satisfaction Index (CSI).

By implementing Netigate CX and its Insights tool, Ellevio gained the ability to analyze unstructured data from open-text survey responses at scale. This allowed them to efficiently identify key themes, track customer sentiment, and uncover actionable points for improvement. Using Netigate enabled Ellevio to tailor its communication strategies, bridge customer knowledge gaps, and directly link initiatives to their overall goal of increasing customer satisfaction.

Ellevio

Jakob Forslin

Customer Data Analyst