Case Study

Holistic and continuous customer feedback at CEWE

Case study customer feedback
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CEWE - BEST IN PRINT

CEWE is Europe's leading provider of photofinishing services and is also very successful in the field of commercial online printing. The Oldenburg-based company offers sustainably produced print products such as flyers, business cards, brochures and posters. In production, CEWE, which has been 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 accents in the photofinishing segment with impressive 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 justified demands in terms of quality and sustainability. It is therefore of enormous importance for the company to collect 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 back. The market research platform is used QuestionPro especially in the company's own market research but also in other areas such as product marketing and the R&D department.

Feedback following the order
In order to collect customer feedback, CEWE sends out survey invitations to customers by e-mail, exclusively in relation to a previous order and in terms of content exclusively related to the product ordered and the corresponding product category. The feedback is given either directly from the email sent or by means of an online questionnaire. CEWE deliberately refrains from integrating advertising elements within the survey invitation. The focus here is clearly on customer feedback; the high response rate to surveys confirms the company's managers in this approach.

Analysis and reporting
For the first feedback evaluation, CEWE uses the in QuestionPro Integrated real-time analysis dashboard, 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

This is the main reason why CEWE opted for QuestionPro decided because the data is hosted on European servers and thus complies with European data protection directives. Ulrich Steinkamp, ​​Market Research and Customer Experience Manager at CEWE, particularly praises the customer service via live chat and the high level of advice on introducing the system. Technologically fulfilled QuestionPro all requirements for an enterprise feedback management system for holistic and continuous customer feedback.

Further applications & outlook

CEWE uses QuestionPro not just for gaining customer feedback in the ordering process. Classic customer surveys as part of Customer Experience Management and employee surveys are also carried out with the system. Furthermore, CEWE collects and publishes customer testimonials with an in QuestionPro created feedback form, which also allows the upload of image files. In the future, CEWE will also QuestionPro use as part of touchpoint surveys at the CEWE FOTOSTATION.

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