Measuring Customer Satisfaction at the Employee Level –Göteborg Energi’s Journey Toward Even More Satisfied Customers

Knowing how satisfied customers are with the company as a whole is not always enough. Göteborg Energi wanted to go deeper and see how each individual employee affects the customer experience.

"We wanted to see the whole picture, right down to the employee level."

Linda Hay, Unit Manager Göteborg Energi, explains:

"We've been measuring CSI for a long time, but it only gave us an overall value. We wanted to understand how each employee contributes to the customer experience, both to provide the right support and to highlight good examples."

She describes how the team was a little nervous at first.

"We thought: will it feel like control? But once we got going, everyone saw the value. Employees got immediate feedback, were able to celebrate successes and see where they themselves could grow."

Brilliant's data shows the same thing year after year. Organizations that measure at the employee level and work with the results of their customer surveys see positive growth. More engaged employees who feel better at work and deliver better customer experiences.

That's what they did and it paid off.

With the support of Brilliant, Göteborg Energi could:

• Link customer responses directly to the employee who handled the case
• Identify patterns and quick wins
• Give managers a better basis for coaching and performance reviews

"Now we can see which practices create really happy customers and share them across the team. It's worth its weight in gold," says Linda.

Brilliant recommendation

Measuring at the individual level brings a whole new dimension to customer satisfaction. It's not about control, but about creating a feedback culture where employees get concrete tools to grow and where customers notice the difference quickly