Case Study: Cofidis improves its Google star rating with Staffino

Increase Your Google Star Rating Threefold in Less Than a Year

Staffino worked with Cofidis Czech Republic, a financial services company offering consumer loans, to improve its customer experience and raise the number and quality of its Google reviews. Although Cofidis had been measuring NPS since 2019, it still needed more customer feedback and a stronger online reputation to help build trust and attract more website traffic.

Using Staffino’s CX programme and email-based NPS surveys, the team added a simple request asking satisfied customers to leave a Google review. This generated over 13,500 feedback responses with 94% positive sentiment and an almost 24% conversion rate, leading to more than 70 Google reviews in 2021 and helping Cofidis Czech Republic increase its Google star rating from 1.4 to 4.2 in less than a year.

Cofidis