Case Study: The White Company achieves a 20% CSAT response rate uplift with Sabio

Fully Automated Csat Delivers 20% Increase in Response Rate

The White Company partnered with Sabio to improve visibility into what customers really thought about their contact centre service. Faced with seasonal demand, an outsourced team, and limited monitoring of consistent service quality, the retailer needed a better way to measure performance and identify where improvements were needed. Sabio’s Bright Navigator and Bright Index tools were used to benchmark and capture the voice of the customer.

Sabio implemented Bright Navigator first manually and then fully automated the CSAT process across both the in-house team and the outsource partner. This delivered a 20% increase in response rates, more accurate and statistically relevant feedback, and more stable performance metrics. The White Company used the results to spot issues quickly, train staff, recognise strong performers, and improve service consistency across channels.

The White Company

Emma Dark

Customer Service Director