Companies who are great at CX understand that it is a way of doing business, not simply a company program. Ruoff understands this well, and as a result enjoyed a Customer Satisfaction Index (CSI) of 98.89% in 2017.
Using Customerville’s Design-driven Feedback approach, they were also able to increase their survey response rates from 10% to 35% giving their customers a much larger voice in the day-to-day operations of their business.
Through both metrics based reporting and story based engagement, they are able to focus on the hearts and minds of their employees and their customers.
Over 8 pages detailing Ruoff's innovative Design-driven Feedback™ platform
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The Wall Street Journal names Alaska Airlines ‘Best Airline’ and cites their Customerville-powered in-flight survey as a key innovation.
"Priceless. E-commerce, retail stores, wholesale... in every country, channel and brand Customerville created an incredible connection between our people and our customers." — Valerie Ellis, Director of Customer Experience
"We are one of the largest insurance brokerages in the world, but we know right at office level how we're getting graded by our clients — live." — Alex Bogaard, Executive Vice President
"Just awesome. This goes so far beyond how most Net Promoter® surveys work. Our teams are plugged in and energized about our customer experience." — Steve Bueckert, Director North America Retail
"Customerville quantifies the intangibles and provides specific feedback, helping us to have meaningful converstaions about our customer experience." — Michael Hines, Gymboree Play & Music
"We love it! Not only has Customerville helped managers to stay on top of areas of improvement, but it's also turned into a great tool for recognizing performance by our staff." — Neil Bremner, Top-level US Dealer Chain