Holistic and continuous customer feedback at CEWE

CEWE Print uses QuestionPro for holistic and continuous customer feedback as part of Customer Experience Management

CEWE – BEST IN PRINT

CEWE is Europe's leading provider of photofinishing services and also serves the commercial online printing business very successfully. The Oldenburg-based company offers sustainably produced printed products such as flyers, business cards, brochures and posters. In production, CEWE, FSC® certified since 2013, relies on the use of high-quality, environmentally friendly and resource-saving materials as well as the most modern, best available technologies. For more than half a century, CEWE has been setting trends in the photofinishing segment with convincing products such as photo books, photo printing, wall pictures, calendars and photo gifts.

Holistic and continuous
Customer feedback with QuestionPro

At CEWE, the focus is on the customer with his needs, wishes and legitimate demands when it comes to quality and sustainability. It is therefore extremely important for the company to record and analyse customer feedback and feedback on customer experiences with all products and services in a holistic, continuous and structured manner. Here CEWE uses the market research and Customer Experience Management platform QuestionPro. The market research platform QuestionPro is used primarily in the company's own market research but also in other areas such as product marketing and the R&D department.

Feedback after the order
In order to collect customer feedback, CEWE sends survey invitations to customers by email, exclusively in relation to a previous order and in terms of content exclusively relating to the ordered product and the corresponding product category. Feedback is provided either directly in the email sent or via an online questionnaire. CEWE deliberately refrains from including advertising elements in the survey invitation. The focus here should clearly be on customer feedback; the high response rate to surveys confirms the company's managers in this approach.

Analysis and reporting
For the initial feedback evaluation, CEWE uses the real-time analysis dashboard integrated in QuestionPro; a Powerpoint file is exported from the system to present the results. The company's own data warehouse is also connected via an API interface. Here it is possible for those responsible at CEWE to combine and evaluate the feedback data obtained with other company data.

That's why CEWE uses QuestionPro

CEWE chose QuestionPro primarily because the data is hosted on European servers and therefore complies with European data protection guidelines. Ulrich Steinkamp, ​​market research and customer experience manager at CEWE, particularly praises the customer service via live chat and the high level of advice regarding the introduction of the system. Technologically, QuestionPro met all the requirements for an enterprise feedback management system for holistic and continuous customer feedback.

Further applications & outlook

CEWE does not only use QuestionPro to obtain customer feedback in the ordering process. Classic customer surveys as part of Customer Experience Management and employee surveys are also carried out using the system. CEWE also collects and publishes customer feedback using a feedback form created in QuestionPro, which also allows image files to be uploaded. In the future, CEWE will also use QuestionPro as part of touchpoint surveys at the CEWE PHOTOSTATION.

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