We survived 2021, which was one rollercoaster ride of a year, and we’re getting ready to tackle the challenges that 2022 has prepared for us. However, before we dive headfirst into the new year let’s take a final glance back at the wins that we experienced in 2021.
Last year in numbers
In 2021 we collected more than 18 million pieces of feedback. Which means, customers used Staffino on average 1,5 million times a month.
Interesting fact: Customers used Staffino to leave feedback every 1,7 seconds.
The conversion rate achieved was 12%. More than 1 in 10 customers left feedback via Staffino. These customers were requested to leave feedback by text message, email, or WhatsApp.
As many as 90% of the feedback given had a positive sentiment.
Metrics
The most frequently used metric was Net Promoter Score (NPS). The second metric was CSAT (Customer Satisfaction) overall for team, country, or company, and the third was same metric CSAT, but in this case was used for staff.
About countries and industries
We collected feedback across 35 countries. Germany lead the pack with the almost 3 million feedbacks received Poland came in a close second with some 2,4 million feedbacks and Romania closes up the top 3 with 1,6 million feedbacks. The Czech Republic and Hungary both surpassed 1 million feedbacks received. Slovakia was a few thousand pieces of feedback shy of hitting the 1 million mark.
We collected Feedback and improved CX across 17 different industries ranging from Power Engineering and Pharmaceutical companies to Telcos and Automotive. You can check the whole list below.
- Construction
- Power Engineering
- Loans
- Pharmaceuticals
- Financial services
- Telco
- Logistics
- Ecommerce
- Retail
- Courier services
- Government management
- Gas Stations
- Telemarketing
- Automotive
- Heating Systems
- Betting
- Public transport
The client that collected the most feedback was the household goods retail giant Jysk.
Customers left the most feedback while visiting brick-and-mortar stores. It’s worth mentioning that clients were able to leave feedback at the store by using a tablet that was placed at store entrances and exits.
November was the most feedback-heavy month, with 3 million pieces of feedback given, precisely due to the higher number of purchases through the e-shop or stone shop, it was caused by pre-Christmas purchases or Black Friday discounts and promotions. Meanwhile, the lowest number of feedbacks was recorded in June.