Case Study: Hilti achieves increased customer satisfaction and greater loyalty with QuestBack

Questback Enterprise Feedback Platform brings Hilti closer to its customers

Hilti AG, a global supplier of products, systems and services for the construction industry, views customer satisfaction and loyalty as core to its business. Although it had measured long‑term satisfaction by telephone since 1994, Hilti lacked immediate, transaction‑level feedback for roughly 200,000 customer contacts per day and needed a way to capture the “moment of truth” after each interaction.

Hilti deployed Questback’s cloud‑based Enterprise Feedback Suite integrated with SAP to send two‑minute, branded online surveys across 15 markets, automating contact imports and feeding results into SAP and weekly dashboards. The program generated over 18,000 responses (10–15% response rate), enabled two‑day follow‑ups that resolved about 80% of issues on the first call, and produced measurable increases in customer satisfaction, loyalty and service‑process improvements.

Hilti

Steffen Mueller

Vice President Corporate Market Research