Case Study: BOC UK & Ireland achieves better customer insight and retention with Rant & Rave

What happens when you stop seeing customer insight as hot air

BOC UK & Ireland, part of The Linde Group, was struggling with a traditional annual survey that reached only about 300 customers and did not give the business timely insight into customer experience. To improve feedback collection and retention, BOC UK & Ireland turned to Rant & Rave, using its customer feedback platform to capture and act on customer insight more dynamically.

Rant & Rave helped BOC UK & Ireland gather post-interaction ratings across multiple channels, respond within 2 hours to low scores, and share feedback across the business through tools like Fast Feedback. The result was a 1,400% increase in annual feedback responses, engagement with over 30,000 customers, improved customer retention, and over £4 million saved through projects driven by customer feedback, while also helping improve customer effort scores from +42 to +80 in the UK.

BOC UK & Ireland

David Galloway

Strategic Planning Manager