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Case Study

Local to global: How Shell tested market-level changes to make worldwide improvements

Small strategic shifts to your customer experience management programme can have a big impact

When Shell noticed declining response rates across international markets, they knew they needed to hear from a broader customer base—not just brand loyalists—to make the proper adjustments. The brand turned to Service Management Group, its longtime CX partner, to better understand what tactics could be leveraged to set a foundation for change and reinvigorate their programme.

Download the case study to learn how the Shell team:

  • Used location-level feedback + SMG's proprietary research to identify 4 key areas for improvement 
  • Created localised solutions in test markets before successfully applying to its global programme
  • Made a huge impact on survey response + completion rates, in addition to an increase in OSAT score