Case Study: Co-op turns customer conversations into insights and boosts CSAT with Sabio

Co-op Turn Conversations Into Insights and Wins Best Voice of the Customer Award at the Ecccsas

The Co-op, a major British consumer co-operative, sought to transform its customer service by turning over one million annual customer conversations into actionable insights. They partnered with the vendor Sabio and its Bright Index and Bright Navigator products to benchmark their contact center and implement a Voice of the Customer programme to elevate CSAT as a key performance indicator.

Sabio's solution provided the tools for benchmarking, real-time feedback, and detailed analysis. This enabled the Co-op to achieve a 20% increase in CSAT for complaint handling, a 6% higher post-complaint member retention rate valued at over £12m, and a 9% higher adviser engagement score than the company average, leading them to win a Best Voice of the Customer award.

Co-op

Claire Carroll

Head of Member and Customer Service