Case Study: Technische Unie achieves real-time customer feedback and improved service with One2Ten

Real-time CX feedback on location increases service at Technische Unie

Technische Unie, a national wholesaler for electrical engineering, plumbing, heating, climate technology, and household appliances, wanted a fast and easy way to continuously measure customer satisfaction across its 38 branches. The company needed real-time insight into the customer experience without burdening installers with long surveys, while also capturing NPS and open feedback to identify issues and improve service on location. One2Ten provided an interactive CX feedback solution to meet this need.

With One2Ten’s short, stand-based questionnaires and dashboards, Technische Unie can collect feedback in about 15 seconds, monitor NPS and site-level results, and drill down by branch, cluster, and sales office. The solution helped the company quickly act on feedback such as waiting times and service quality, and it surfaced a clear top-five list of improvements tied to employee impact. As a result, customer feedback became part of internal meetings and local management processes, with higher response rates, strong NPS at locations, and plans to share results more transparently with employees and customers.

Technische Unie

Arno

Technische Unie