Case Study: Lenovo achieves increased CSAT collection and improved service quality with Nicereply

How Lenovo utilize full potential of CSAT to their needs

Lenovo, a global leader in personal technology with operations in more than 60 countries, faced a challenge in the EMEA Services team: very low CSAT response rates and an inefficient feedback collection process that made it hard to measure and improve customer experience.

By integrating Nicereply with Lenovo’s CRM, Lenovo began sending CSAT surveys after each closed case, capturing immediate feedback on performance, professionalism, resolution speed and solution quality. The integration improved customer satisfaction tracking, service quality and response time, and—thanks to Nicereply’s customizable, consultative approach—enabled Lenovo to continuously adjust processes and expand the partnership.

Lenovo