It’s that magical time of the year again! While Spotify Wrapped reminds you how much Taylor Swift you’ve streamed, we’re here to showcase how YOU shaped customer and employee experiences around the globe. Welcome to Staffino 2024 Wrapped, where customer feedback transforms into fascinating stories and powerful change.
This year, you’ve continued to surprise, delight, and occasionally bewilder us with your creativity and passion for sharing your thoughts. From simple emojis to long-read essays, every comment has helped businesses improve customer experience and employees feel valued.
So, get cosy with your favourite winter treat, and join us as we look back on another incredible year of feedback-driven insights.
2024 Wrapped: 10 Stats from This Year’s Customer Feedback
1. You left us 12,714,697 pieces of feedback.
This year, 12,714,697 pieces of feedback poured into the Staffino CX platform. That’s like every resident of Belgium stopping to share their opinion! And while some of it was sweet, some sour, and a tiny bit spicy, every bit contributed to improving experiences worldwide.
2. We sent out 21,217,566 feedback requests.
We sent out 21,217,566 feedback requests, proving that persistence is key! Whether it was a gentle nudge after a service call or a reminder post-purchase, your responses made it all worthwhile. You know what they say—feedback is the breakfast of champions (and occasionally, overachieving CX teams).
3. 556,966 pieces of feedback were analysed through our AI.
Our AI Topic and Sentiment Analyser flexed its brainpower on 556,966 feedback entries, decoding your emotions and common themes.
4. In the first few months of its operation, our AI Feedback Responder already replied to 7,500 customers.
Our recently launched product, AI Feedback Responder, replied to 7,500 customers in the first few months of its operation. I guess you can say robots really do have a way with words—at least polite ones!
5. You left feedback from 36 countries.
This year, feedback travelled far and wide, with responses coming in from 36 countries. From bustling metropolises to cosy small towns, your voices united to shape better customer experiences across the globe. It’s a reminder that great CX knows no borders—and neither does great feedback!
6. The company that received the most feedback was JYSK.
Just like last year, the customer feedback crown goes to JYSK!
Close behind, Dr.Max Pharmacy Chain secured 2nd place, while Orange took 3rd.
7. The most frequently rated metric was CSAT (Customer Satisfaction).
CSAT soared to the top as the most used metric, appearing 2,832,035 times in our clients’ surveys.
NPS, last year’s winner, slid to second with 1,126,766 uses, while CES tagged along in third at 405,290. Guess customers are all about that instant gratification—happiness now, recommendations and effort later!
8. The emoji MVP of the year is 🙂.
The most frequently used emoji in customer feedback in 2024 was the versatile 🙂. According to Emojipedia.org, this emoji “conveys a wide range of positive, happy, and friendly sentiments. Its tone can also be patronising, passive-aggressive, or ironic, as if saying ‘This is fine’ when it’s really not.”
Whether it’s genuine warmth or subtle passive aggression, this emoji captured the full spectrum of customer emotions, proving that even punctuation can pack a punch.
9. You used Gen Z vocabulary 18,652 times.
Gen Z vocabulary ruled strong in your feedback this year, making CX as trendy as TikTok. Here’s the breakdown:
- “Very mindful” led the pack with 8,630 mentions, proving that people want customer service that’s “very demure, very mindful”.
- “Slay” came in strong at 6,124 times, as customers hyped up exceptional experiences.
- “Rizz” was casually dropped 1,670 times, showing that even feedback can have game.
- “Drip” made its way into 1,217 comments, as customers admired style as much as service.
- “Bestie” popped up 1,011 times because, apparently, some employees and customers became best friends thanks to the exceptional service provided.
- And finally, the pièce de résistance: “Brat summer” was mentioned exactly ONCE.
Your Survey Respondent Personality
Now, are you ready for the big reveal? It’s time to unveil the dominant personality that has surfaced from our survey respondents this year. The standout personality from the customers sharing their feedback in 2024 is unmistakable:
The Efficiency Enthusiast
Your motto: “I like my feedback like I like my coffee—quick and strong.”
Most of our survey respondents were all about brevity, dropping one-liners or ratings that get straight to the point. No fluff, just facts.
Final Word
As we close the book on 2024, it’s clear that your feedback is more than just data—it’s the fuel driving innovation, empathy, and improvement across countless industries. Your honesty, humour, and passion inspire businesses to reach new heights and create experiences that truly matter.
Here’s to the next year of listening, learning, and growing together. Thank you for being at the heart of everything we do. Let’s make 2025 even more customer-centric, one piece of feedback at a time!
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