German mobility payments provider drives 26-point CSAT surge with real-time customer insights
The goal
To quickly and cost-effectively improve CX delivery through greater customer insights.
The outcome
8.5x increase
in customer survey completion rate
23% increase
in issue resolution rates
26-point
CSAT improvement
75% drop
in agent attrition rates
The challenge
Our client is a top payment service provider in Germany’s mobility market, simplifying fleet management, vehicle charging and refueling, and company car ownership. It connects mobility providers, system operators and payment platforms through a single interface.
Despite its strong focus on customer service, the company struggled to assess the quality of its customer experience due to insufficient insights. Very few customers — only 1.65% — were completing post-call surveys or providing CSAT ratings, making it hard to identify areas for improvement.
The solution
Support delivered from Greece to Germany
Industries
Banking & financial services, Manufacturing
Channels
Voice, chat, email, SMS
Language
German
As the client’s customer experience delivery partner, we conducted a root-cause analysis and discovered that poor response rates were because CSAT survey requests were sent via email three days after an interaction with an agent. Surveys are more likely to be completed and more likely to reflect genuine customer sentiment if they’re sent immediately after speaking with an agent and the request is made in the same channel as the interaction.
To address this issue, we implemented an automated real-time phone survey solution that invites customers to rate their experience immediately after speaking with an agent. If the customer accepts the request and answers questions, those responses are converted from speech to text and the data is integrated into our Power BI dashboards for real-time insights.
This approach was chosen for cost efficiency, speed of deployment and compatibility with existing telephony infrastructure. It allowed eligible calls to be automatically routed to a survey without agent input, ensuring a seamless customer journey and without creating extra work for the contact center team.
Results
8.5x increase
in customer survey completion rate
23% increase
in issue resolution rates
26-point
CSAT improvement
75% drop
in agent attrition rates
The impact was substantial. Once the solution was live, survey response rates rose from 1.56% to 15.2%. Critically, the ability to capture and act on real-time insights drawn from customer feedback strengthened governance, root cause analysis, and issue resolution rates, which rose from 70% to 93% — all of which was reflected in the CSAT score. Within six months of the automated solution’s rollout, CSAT rose from 64% to 90%.
The insights also enabled a greater focus on agent coaching, support, and recognition, and drove attrition rates from 4.7% to just 1.2% over the same period.