Case Study: PSIPL rebuilds customer experience with Zonka Feedback

PSIPLS Rebuilds Customer Experience Landscape with Zonka Feedback

PSIPL, a prominent facility management company, faced significant challenges with an unstructured and manual feedback management system. Their customer feedback was scattered across various channels, making it difficult to analyze and address issues promptly, and they lacked automated workflows for negative responses. To overcome this, they implemented the Zonka Feedback platform.

Zonka Feedback provided a centralized solution, deploying 50 tablets at touchpoints and implementing a unique picture-based survey for washroom feedback. This streamlined their collection and analysis process. The implementation resulted in over 10,000 feedback responses captured across seven locations, improved customer satisfaction through CSAT measurement, and the proactive resolution of grievances via automation, ultimately allowing PSIPL to enhance its facility management services and deliver a superior customer experience.

PSIPLS