Case Study: Certego improves customer experience with Surveypal

How Surveypal helps Certego improve the experience at every customer touchpoint

Certego, Finland’s leading provider of physical security services, wanted a better way to measure customer experience across its 17 locations and 70,000 annual service requests. However, low survey response rates and manual feedback handling made it difficult to collect reliable data or act on it effectively. The company turned to Surveypal’s experience management solution to improve survey completion and reduce manual work.

With Surveypal integrated into Certego’s ERP system, surveys are now automatically sent after service requests or project completion, and feedback is available in real time across departments. The result has been a sharp increase in survey completion rates, more reliable feedback data, and faster action on negative responses, which are routed to site managers immediately. Surveypal also helps Certego run performance, decision-making, project, and personnel surveys, supporting ongoing operational development.

Certego

Marja Hämäläinen

Marketing Manager