Velux Netherlands
Maximising customer feedback for concrete improvements at Velux.
Case Information
The Question
How does Velux Netherlands make customer feedback actionable?
VELUX Netherlands is a leading supplier of roof windows, skylights, and sun protection, sold through an extensive dealer network to consumers. In this industry, customer experience is crucial, as enthusiastic customers generate new orders. That’s why they sought ways to maximise customer feedback, aiming for continuous service improvement and greater organisational success. But how do you approach this systematically?
The Challenge
How to make feedback truly actionable and valuable?
At VELUX Netherlands, customer-centricity and efficiency are paramount, aligned with the Lean methodology. Customer feedback is key, yet they lacked structured insight to convert this feedback into concrete actions. How do you ensure you not only listen but also derive the right lessons from what customers say?
The approach
With a flexible VoC programme and in-depth analyses.
Blauw implemented a flexible Voice of the Customer programme, precisely tailored to VELUX Netherlands’ six key touchpoints. This Closed Loop Feedback system, including deep-dive analyses and action planning sessions, ensures customer feedback reaches the right employees directly and is translated into concrete improvements and strategic priorities.
The result
Continuous learning and optimisation with customer feedback.
Thanks to the VoC programme and training, employees are now better equipped to follow up on feedback and extract valuable information from customer conversations. VELUX Netherlands continues to use these insights as a basis for further organisational development and optimising the customer experience.
Impact of the result
how the insight led to action.
Continuously optimise touchpoints.
Employees receive direct feedback on their work, for instance after service visits, enabling quick and targeted improvements in daily operations.
Determine strategic priorities.
Deep-dive analyses lead to actionable insights, helping you identify which service elements have the most impact and where to invest most energy for long-term growth.
Foster engagement.
Involve NPS Champions and other employees in action planning sessions. This builds support and ensures customer-centricity becomes embedded in the organisation’s DNA.
Improve customer interactions.
Callback training teaches employees how to extract valuable information from feedback conversations and make customers feel heard, increasing customer satisfaction and yielding more useful feedback.
Related cases.
Velux Netherlands
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What is a Voice of the Customer programme?
A Voice of the Customer (VoC) programme is a structured method for collecting, analysing, and utilising customer feedback. It helps organisations understand customer needs and experiences, leading to continuous service improvement.
How can a deep-dive analysis help with customer feedback?
A deep-dive analysis delves deeper into collected customer data to generate actionable insights. This helps identify strategic priorities and determine which service aspects have the most significant impact on customer experience.
Why is callback training important for customer service?
Callback training teaches employees how to effectively respond to customer feedback and conduct valuable follow-up conversations. Through role-playing, they learn to gather maximum information and ensure customers feel heard, thereby increasing customer satisfaction.
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