Case Study: Stadtwerke Kassel achieves better customer satisfaction with zenloop

How Stadtwerke Kassel Strategically Implemented 11,000 Customer Voices

Stadtwerke Kassel, a regional utility provider in Northern Hesse, wanted a better way to capture customer feedback across multiple touchpoints. Before using zenloop, the company relied on an annual customer barometer, occasional MailChimp surveys, and Google review analysis, which gave only fragmented insights and limited opportunities for automation or continuous improvement.

With zenloop, Stadtwerke Kassel integrated surveys across more than 20 touchpoints, using AI-powered analytics, automated alerts, and feedback loops to manage customer input more effectively. The result was over 11,000 responses and 2,500 comments from more than 900,000 invitations, leading to concrete improvements such as expanded FAQs, a better customer portal and website UX, online order tracking, and clearer invoice transparency.

Stadtwerke Kassel