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Case Study

How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement

Using customer video feedback to drive employee buy-in

Co-op wanted to communicate to employees that quantitative feedback data came from real, human interactions, while also giving customers a more dynamic way to provide feedback. They found their answer in video feedback.

Download the case study to learn how Co-op worked with SMG to:

  • Increase feedback response rates
  • Encourage more detailed feedback
  • Increase recognition of exceptional service
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