Case Study: Allianz achieves real-time customer feedback at scale with SmartSurvey

Allianz scales feedback from 100 a month to 250,000 a year with SmartSurvey

Allianz, a major insurance company, faced a challenge where its customer feedback was handled by external agencies, resulting in only about 100 slow, costly survey responses per month. This system could not scale with the business's growth or provide timely insights. The customer insight team sought a platform they could run themselves to collect and act on feedback faster.

By implementing SmartSurvey, Allianz automated its feedback collection via API, gathering over 250,000 responses annually across multiple channels. The solution delivered feedback to frontline teams within an hour, enabling rapid follow-up. This scale and speed allowed Allianz to directly improve customer journeys, link feedback to staff and supplier performance metrics, and create a culture of actionable insight. The team highlights SmartSurvey's ease of use, support, and customization as key to this transformation.

Allianz