Kampyle Feedback Solution captures and forwards feedback in real time based on custom business rules and priorities. As a result, customer issues can be addressed and solved faster by the relevant stakeholder.
KPN is the leading telecommunications and IT service provider in The Netherlands, offering wireline and wireless telephony, Internet and TV to consumers, as well as end-to-end telecommunications and IT services for business customers.
KPN relied on surveys to gather feedback from customers, but wanted the means to learn about issues in real time, specifically those related to the functionality of its website. Additionally, KPN needed a way to funnel specific data to relevant stakeholders within the enterprise so that website and customer issues could be resolved quickly.
While KPN initially deployed Kampyle to help identify bugs and broken links on its website, the company found more value in customer feedback than it expected. Kampyle became a way to quantify and scale potential business issues or customer concerns and empower business teams based on real customer data.
As KPN moved forward with website optimization and overhauled the look and feel of its site, Kampyle feedback became an essential tool. The company is now planning to integrate Kampyle feedback with its Omniture Web analytics data and use exit measurements to inform its mobile funnel and community forum strategies.
Last update: 31, October 2011