As the sun sets on 2022, we can’t help but reflect on the amazing things Staffino accomplished this past year. We’ve worked hard, pushing ourselves to new heights and celebrating all the successes along the way. From small wins to big achievements, let’s take a look back on the memorable year that was 2022.
Our 2022 Journey in Numbers
In 2022, we collected an incredible 21 million pieces of customer feedback! That’s an average of 1.8 million times a month that customers used Staffino to share their opinions on services, employees, and products. Every 1.6 seconds, someone was making their voice heard and helping companies create a great customer experience. Let’s keep it up!
These customers were requested to leave feedback by email, text message or WhatsApp. Wondering which channel performed better when it comes to conversion rate? While the conversion rate for all SMS and texting app requests was 1.92%, the conversion rate for email requests was 7.4%.
Top Metrics and Questions
In 2022, we used the Staffino experience management platform to pose 1,852 questions to customers grouped in 279 feedback flows or questionnaires. The most frequent among these questions, asked precisely 462,757 times, was the following:
With over 20 million responses, this question, which measures the CSAT (Customer Satisfaction) score, becomes the ultimate winner. It’s no surprise since the CSAT score is still the most straightforward, go-to CX measurement available that brings actionable insights.
The CSAT metric was by far the most popular among Staffino’s clients, as the second most frequent question was also a CSAT one:
How satisfied were you with your last visit to our pharmacy?
Looks like Covid was still a major concern in 2022, and pharmacy visits were frequent.
We Greeted Exciting New Clients
This past year has been a busy one for us! We’ve welcomed 19 new clients to the Staffino family and have 9 more in the set-up process. On top of that, 5 of our existing clients decided to take their customer experience management to the next level by extending their use case and adding more venues or countries.
We’re proud to now be able to offer our services to 55 major companies across 36 countries worldwide, helping them to enrich their customer and employee experience.
With these new clients, the Staffino experience management platform is used across 18 different industries ranging from utilities and pharmaceutical companies to telcos and the automotive industry.
A quick glance at the Staffino online platform reveals that an impressive number of 7,892 managers and 4,775 staff members took advantage of its employee and customer experience management services in 2022.
Shoutout to Leaders in Collecting Customer Feedback
Wondering which country collected the most customer feedback through Staffino in 2022? Poland is the undisputed leader with a whopping 3 million pieces of feedback, followed closely by Germany with 2.6 million and Romania with 1.8 million.
In 2022, Jysk, a household goods retail giant, received the most customer feedback of any other of our clients. Customers were able to easily provide their feedback to the store by simply using the tablets at the store entrances and exits.
The Jysk store located in Iași – the cultural capital of Romania – has earned the title of customer feedback champion. An impressive 38,946 pieces of customer feedback have been collected, illustrating an admirable dedication to creating also a powerful customer feedback culture.
November was a month full of feedback, surpassing all other months with its 2.3 million pieces of input. It’s no surprise, considering the holiday season was upon us, and people were searching for Christmas gifts and taking advantage of Black Friday deals.
A Wrap-up
2022 has been an unforgettable year, and now we’re ready to take on what 2023 has in store. We’re committed to going on a worldwide mission to revolutionise customer and employee experience management and can’t wait to share all the amazing news with you. We’re super grateful for all the trust and support we’ve received.