Case Study: Żywiec Group boosts customer satisfaction with Startquestion

How to Use Online Surveys to Improve Customer Satisfaction

The Żywiec Group, a leading beer producer in Poland and part of Heineken, lacked direct, continuous feedback from its customers. While committed to a customer-centric approach, their existing research methods provided only general or limited insights. They needed a way to independently and regularly capture the customer's voice to identify specific areas for improvement in their service and logistics processes. To achieve this, they implemented the Startquestion platform (also referred to as the CustomerHero survey tool) to conduct detailed customer satisfaction surveys.

Using the Startquestion platform, the Żywiec Group deployed a rotating email survey featuring the Net Promoter Score (NPS) and 11 in-depth questions. The solution included automated reporting to specific departmental teams and a "hot alert" system to immediately flag and investigate low scores. This systematic approach to collecting and analyzing feedback allowed the company to make targeted improvements. As a result, Startquestion helped the Żywiec Group increase its overall NPS by several dozen points within a year, with the customer service area specifically seeing a rise in positive ratings from 60% to 75%.

Żywiec Group

Paweł Siedlecki

Logistics Key Account Manager