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Key takeaways

The combination of relational NPS and transactional NPS leads to valuable insights.

By sharing feedback with your teams, you can optimise your service every day.

Integrating our feedback platform with a webcare tool (such as OBI4wan) is highly efficient and produces valuable insights for an organisation such as RTL.

The success of RTL; The digital world of a traditional media company.

In this success story, we take a closer look at RTL and its fan-centric strategy, specifically regarding the Videoland streaming platform. ‘Fan-centric’ is about listening to your customers and having them play a central role in your organisation. We spoke to Angela Muradin, Head of Customer Care at RTL/Videoland, about the latest developments and insights with regard to webcare and customer satisfaction surveys.

For Videoland, we measure several customer contact channels, including email, telephone and Facebook Messenger. We also measure different moments throughout the customer journey, such as immediately after signing up, after three months of use and after cancelling a contract. We measure the following metrics, among others:

  • CSAT (Customer Satisfaction Score)
  • Transactional NPS + reason
  • Relational NPS + reason
  • Testimonial (open text box)

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