Success Stories

Competitive Brand Perception & Market Pulse​

Alexandra-Emily Kokova
2x more respondents​ x3 ROI The business problem Our client, a global medical device and health IT leader, wanted to revamp their ongoing brand perception and market pulse study. The current setup allowed for very partial coverage, low actionability and dispersed reporting.​ Markets: USA, Japan, Germany, France, UK Our Solution GemSeek’s experience in MedTech and brand studies enabled transforming our client’s old mixed approach to a statistically proven one. The team collected insights on:​ The brand awareness, consideration, preference…

Home Respiratory Care Services & Concept Test

Alexandra-Emily Kokova
9% increase of customer base ↑ market position ↑ offerings and single out differentiating features The business problem A leading respiratory care supplier wanted to further strengthen their presence and ultimately, understand whether their innovative new service would be well accepted to solidify their position as a market leader in the United States. Our Solution In order to create a holistic picture behind the driving factors influencing choices and needs…

Compliance & Fair Treatment with vCX in the Telco Industry​

Alexandra-Emily Kokova
65000​ comments analysed per wave​ 200+ topics/specific mentions covered 92% levels of deep-dive per vulnerability drivers, signals per driver, harms per signal  The business problem Our customer is one of the largest telecommunications providers in Europe. They wanted to ensure they have first-mover advantage when it comes to regulatory requirements and vulnerable customer experience management. Further they wanted to ensure they support their customers throughout their customer journey and offer fair and…

Higher NPS® coverage and proactive measures though pNPS

Alexandra-Emily Kokova
100% customer base coverage 500 000 individual tickets analysed 10 000 customers contacted proactively The business problem Our client, an OEM for hospitals, laboratories and end patients has been running an NPS program for over 10 years. The program had become stagnant, with low response rates and very reactive. Our task We were tasked to find ways for our customer to innovate and solve two main pain points: low response…

Digital Transformation: How a Digital Reinvention Helped Signify Expand the Impact of their B2B Customer Experience Program

Alexandra-Emily Kokova
25% higher revenue Higher revenue from Promoter customers +10pts NPS growth in 12 months 250 improvement initiatives per quarter with significant operational, financial and relationship impact The business problem Signify is the world’s leading smart lightning provider. The company caters to both the professional and the lifestyle segment, delivering connected lighting systems and data-enabled services. For years now, the Net Promoter score (or NPS) has been a part of the…

Hospital Patient Experience: competitive landscape tracking, NPS & complete patient feedback system

Alexandra-Emily Kokova
4% revenue growth 10% increase in patient satisfaction 14% NPS score improvement 6 hospital branches implemented the PX program immediately The business problem Our client had to crack the complex competitive landscape and understand how to provide exceptional customer service to stand out. While working with an international hospital chain on creating its customised Patient Experience Program, we faced 3 main challenges. Our client lacked a deeper understanding of the…