Case Study: Grundfos achieves faster customer feedback and stronger CX with Qualtrics

How B2B giant Grundfos delivers exceptional CX

Grundfos, a global company serving 600,000 customers, was struggling to identify customer dissatisfaction early enough because its annual surveys only revealed problems after it was too late. The company found that small frustrations at different points in the customer journey were affecting relationships, and it needed a better way to understand and respond to issues sooner. Grundfos partnered with Qualtrics to improve customer experience management.

With Qualtrics, Grundfos began surveying customers at every touchpoint, from sales visits to website interactions, and received fast feedback whenever something went wrong. Qualtrics also enabled closed-loop follow-up by notifying sales reps when customers shared negative feedback, helping the team turn detractors into promoters. As a result, Grundfos could resolve issues faster, improve ease of doing business, and differentiate itself in a crowded B2B market by delivering a stronger customer experience.

Grundfos

Abdul Dezkam

Lead Insights Specialist