Case Study: Allianz reduces customer complaints by 23% with SurveySensum

Allianz reduced its customer complaints by 23% by listening to the customers in real-time

Allianz, a major global financial services provider, was facing challenges with its previous customer feedback platform, Qualtrics. The communication was slow, relying only on email, which prevented the company from addressing customer issues in a timely manner. Seeking a more efficient and cost-effective solution, Allianz needed a platform that could provide real-time feedback to help reduce complaints and improve support, leading them to partner with SurveySensum.

SurveySensum implemented its customer feedback platform to gather and analyze voice of the customer data across all of Allianz's key journey touchpoints. The solution provided instant email alerts for negative feedback, powerful dashboards for reporting, and text analysis to quickly categorize responses. This enabled Allianz's service recovery team to act promptly. As a result, SurveySensum helped Allianz achieve a 23% reduction in customer complaints, an 11-point increase in NPS, and save 8-10 hours of analysis time per week.

Allianz

Siti Amaryllia

Head of Customer Experience