Case Study: Van Leeuwen Pipe and Tube Group improves customer feedback insights with One2Ten

Customer feedback determines policy at Van Leeuwen by continuously measuring CX

Van Leeuwen Pipe and Tube Group, an international trading company and specialist in steel pipes and pipe applications, was struggling with low response rates from its traditional customer satisfaction survey. Its email-based KTO survey was sent only once every two years and had grown to 30 questions, making it inefficient and outdated. Van Leeuwen needed a more modern, personal way to gather customer feedback during visits.

With One2Ten, Van Leeuwen introduced a short, iPad-based customer feedback survey that could be completed in about 2 minutes and reduced the questionnaire from 30 to 10 questions. One2Ten’s dashboards gave the team real-time insight into results, included alerts for scores below 6, and made it easy to compare branches and act quickly on issues. The new approach significantly increased response rates, improved visibility into customer needs, and helped Van Leeuwen adapt policy based on continuous feedback.

Van Leeuwen Pipe and Tube Group

Charlotte

Van Leeuwen Pipe and Tube Group