Experience customer insights in practice

We constantly work to improve our processes and routines across all channels – from how our employees interact with customers to every step in the service journey. Brilliant is an incredibly valuable tool in helping us achieve this, as it allows our employees to easily track customer feedback themselves and set goals for personal development during coaching sessions.

Before we started working with Brilliant in 2017, we had limited insight into what our members thought about us. Thanks to the insights provided by Brilliant, we adjusted our governance, and member experience is now our most important key performance indicator. Continuously working to develop the business, both at an organizational and individual level, is now an established way of working. This includes practices such as joint listening sessions and feedback between managers and employees, with Brilliant’s platform supporting our coaching efforts. Through Brilliant, we also have access to benchmarking, which helps us continue developing our business by comparing our performance with that of other organizations.

Thanks to the insights provided by Brilliant, we’ve shifted our focus — member experience is now our most important key metric.

We implemented Brilliant in autumn 2020, and went from feeling completely in the dark to being able to follow the customer journey in an absolutely brilliant way. We’ve been able to take all our assumptions and gut feelings and replace them with clear words and numbers that reflect the real situation.

If you find that a customer experience is falling short or has declined, the answers are most likely found in an employee survey. It’s not possible to sustain high customer satisfaction over time unless employees are satisfied—it speaks for itself.

Länsförsäkringar Skåne aims to make great service the common thread in every possible customer interaction. That’s why customers are invited to share their feedback on each interaction with the insurance company, regardless of how or where it takes place. The tool supporting this is called Brilliant Navigator. Through its various survey modules, Länsförsäkringar Skåne can track what customers think across all contact channels.

These goals are reviewed quarterly and have become one of the most important measurement tools in the company.

We appreciate Brilliant’s professionalism, flexibility, and ability to balance our requests with best practices for using methodology effectively in an employee survey. You also provide a smooth, digital tool that makes it easier to follow up on results.​

At Svensk Handel, we’re convinced that it’s our skilled employees who create and enable our success. Brilliant is a key tool in our ongoing journey of development, supporting us every step of the way – from delivering insightful data on what drives engagement to identifying areas for improvement.

We’ve been using Brilliant since 2004 and have seen noticeable results from working long-term with leadership and employee engagement. Brilliant has become a tool actively used by both managers and employees, and we clearly see how important follow-up is – from running workshops around the results to measuring progress and tracking the implementation of the actions that come out of those workshops

Brilliant is easy to work with, and your team is helpful and highly knowledgeable in the field. It’s reassuring to have you as a professional partner. I also really appreciate the methodology behind your workshop – it delivers results. I value the analytical capabilities supported by the portal, and your support is incredibly valuable – it’s one of the key reasons we chose Brilliant as our provider

For many years, we’ve been working systematically toward the goal of becoming one of the best workplaces in our industry. One of our core values is that everything we do should be done ‘for real.’ When we came across Brilliant, we felt we had found a partner who not only shared that value but could also help us reach our goal of becoming an attractive employer. Brilliant’s professional and committed team, combined with a great digital platform, has given us – and continues to give us – an excellent partner in building engagement within our company. High employee engagement is strategically important for us, especially as a company in the hospitality sector, where our employees’ engagement is crucial to our success in the market.​

We use both the employee and customer relationship modules, and these tools have provided valuable insights into how our employees are doing – and how their performance impacts the customer experience. With Brilliant’s intuitive analytics tools, we can quickly act on deviations and ensure high-quality relationships both internally and externally. The insights help us continuously evolve, and we’re very pleased with the results.

The survey process was smooth and the support from Brilliant invaluable. Using their tool for both customer and employee feedback, we gained clear insights and could respond quickly, which strengthened trust and engagement with our customers. 

Brilliant helps us truly understand our customers – for real. Whether it’s through an online interaction, in-store, or via customer support, we gain insights that make a difference both for us and for our customers. Thanks to this, goals such as CSAT and NPS have become more than just numbers – they’re part of our daily work and something that engages the whole team. We value Brilliant’s responsiveness and see them as a partner we want to continue growing with 🩷🚀

Brilliant is constantly evolving. The platform provides us with both research-based credibility and a user-friendly experience

With Beat, we can track our teams' development in a simple and tangible way. We can clearly see our progress over time, making it easier to stay focused, follow up on our development, and continue growing together. The platform is intuitive, easy to use, and provides a clear thread throughout the entire development process.

We had a strong gut feeling that we were doing the right things as an organization, but with Beat we can track the data and get confirmation that our efforts are actually creating impact. We gain a clear understanding of how we are doing and how we are developing over time. Beat is simple, visually appealing, and easy to navigate, making it enjoyable to follow our journey.

Beat captures early signals and provides clear recommendations that help us take action at the right time. This enables us to support the team more effectively and with greater precision in a fast-paced environment.

Simple and intuitive to work with, and it has been easy to get started, both in terms of monitoring the measurement and managing it practically while it is ongoing. In addition, we have received excellent support from Brilliant throughout all the preparatory work and technical setup.

The product is easy to use and the price feels reasonable. For us, it is particularly important to be able to track our progress over time and use the same questions to clearly identify trends. Whenever I have had questions, I have received excellent support from the Brilliant team.

Beat gives us a natural and continuous dialogue about important workplace wellbeing topics within the team. We gain insights and a better basis for discussion, allowing us to act earlier and prevent small challenges from becoming major problems.

Beat makes it easy to quickly identify trends in the employee experience and gives us clear indications of where and when we need to take action within the team. It helps us make informed decisions and create an even better workplace.