Turn feedback into business results

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 began working with Brilliant in 2017, our understanding of what our members thought of us was limited.

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.

We quickly established measurable goals based on the insights from Brilliant’s platform – not only at the Euro Accident Sweden level, but across the entire group, where we now track KPIs for Customer Satisfaction (CSAT) and Engagement in conversations.