Case Study: Cofidis Slovakia boosts NPS and customer loyalty with Staffino

Cofidis boosts NPS by 15 pp with Staffino

Cofidis Slovakia, a consumer financing company, sought to enhance customer experience with its contact centre and increase customer loyalty. To address this challenge, they partnered with Staffino and implemented its experience management platform, utilizing its Standard Feedback, NPS, CSAT, and FCR solutions to gather and act on customer insights.

Staffino's solution involved deploying automated SMS requests to collect customer feedback and metrics after contact centre interactions. This enabled Cofidis to identify detractors and implement a closed-loop process where its Client Care department followed up with unhappy customers to resolve issues. As a result, Staffino helped Cofidis achieve a 15 percentage point increase in its NPS score, reduce its detractors by 5.9%, and achieve an exceptional agent CSAT score of 4.84 out of 5, significantly improving customer loyalty and minimizing churn.

Cofidis