Leisure & Entertainment
Satur Travel is one of the best-known travel agencies in Slovakia, built on the quality of holidays and services. It doesn’t take client satisfaction for granted — it treats it as a continuous process that it measures, analyzes, and improves in real time. In cooperation with the feedTRACK platform, it tracks how customers rate not only their holiday after returning, but also the experience of choosing a trip and the work of sales consultants.
Used services:
- automated collection of customer satisfaction across 7 tour projects and 1 project focused on satisfaction with the trip offer
- sorting the collected feedback
- notification emails sent after rating satisfaction with the offer
- automated reminders
- communication with customers directly from the app
- customer motivation – each respondent receives a voucher as a thank-you
Customer review:
We were very satisfied – the accommodation, food, and the representative were of a high standard.
- Overall satisfaction with the trip
- Hotel rating
- Animator rating
- Representative rating
We have been working with Market Vision for 7 years. Together, we built a questionnaire for our clients, thanks to which we know how satisfied they were with their holiday, what their expectations of a holiday are, and what they feel is missing from our offer. Based on this, we prepare the offer for the next season; we can remove shortcomings and adjust them accordingly.
Banking
Customer review:
I didn’t have to wait; the staff member was kind and handled my request quickly and willingly.
- Overall satisfaction with the bank
- Satisfaction with the branch employee
- Satisfaction with resolving the request
- Call center rating
We have been cooperating with Market Vision in the areas of CX, market research, mystery shopping, and competitive intelligence for several years, which in itself signals that their solutions bring relevant insights useful for multiple departments of our bank. We especially appreciate the flexible and fast cooperation, as well as the client-oriented approach to tailor-made solutions. At the same time, they provide us with an engaging summary of competitive activities, communications, and product changes in a clear format, which we use intensively in decision-making and which significantly saves us time.
Slovenská sporiteľňa, the largest commercial bank in Slovakia, understands that customer experience is a key competitive advantage. That’s why, through the feedTRACK platform, it continuously collects and processes feedback to improve services in real time — and to ensure no dissatisfaction goes unanswered.
Used services:
- automated collection of customer satisfaction in projects focused on various aspects of the bank’s operation (branch visit, call center, services)
- automated sorting of collected feedback based on customer satisfaction
- feedback emails for employees
- weekly management reports sent to leadership and team leaders
- instant notifications for negative ratings – automatic alert to the responsible employee if a customer expresses dissatisfaction
- use of the task module, where responsible employees address negative ratings and approach their resolution responsibly
- issue-resolution statistics – task tracking and closed issues within teams
- communication with customers directly from the app
- tagging negative ratings for deep analytics and categorization of problem situations
Raiffeisenbank has been operating on the Czech banking market since 1993 and is among the most significant banking institutions in the country. It provides services primarily to retail and corporate clients and has long emphasized service quality, process efficiency, and customer satisfaction. For systematic tracking of customer experience, the bank uses the feedTRACK platform, through which it collects feedback in 16 projects covering the full spectrum of interactions — from opening an account, through communication and request handling, to client retention.
Used services:
- overview of customer satisfaction across 16 projects focused on provided products and services
- manual sorting of collected feedback
- automated exports of feedback results to the CRM system
- universal links
Customer review:
I have been very satisfied with the bank for a long time – services are clear, digital solutions work well, and staff are always willing to help.
- Overall satisfaction with the bank
- Satisfaction with opening an account
- Satisfaction with resolving the request
- Satisfaction with chatbot communication
For several years, feedTRACK has helped us optimize CRM communications and improve the customer experience in selected processes. We appreciate its simplicity, clarity, and contribution to our CX activities, as well as the flexible and professional cooperation with the Market Vision team.
Retail
Customer review:
Excellent staff approach and a wide selection of instruments – I left satisfied and with a smile.
- Overall satisfaction
- Satisfaction with the purchased goods
- Salesperson rating
- Satisfaction with the e-shop
Thanks to feedTRACK, Kytary efficiently communicate with customers from 7 countries. The app evaluates feedback and immediately passes it on for resolution to competent colleagues, who reply directly from the app. The solution holds up even in comparison with foreign systems.
Kytary.cz – Musical instruments | Ať vám to hraje! | Kytary.cz has built a very strong position on the European musical instruments market, operating e-shops in 7 countries. Through the feedTRACK platform, customers receive a personalized thank-you from the company owners shortly after purchase, along with a request for feedback — always in the language of the given country.
Used services:
- automated collection of customer satisfaction – feedback is collected after purchases both in store and in the e-shop
- instant notifications for negative ratings – automatic alert to the responsible employee if the customer expresses dissatisfaction
- sorting collected feedback by customers’ satisfaction level
iStores represents the strongest Apple retail store network in Slovakia and the Czech Republic. It offers customers years of experience with the Apple platform, the option of personal pick-up, handling of service requests, and expert consultations. To maintain a high standard of service across all branches, the company uses the feedTRACK platform for systematic collection of feedback directly from customers after a store visit in the Czech Republic and Slovakia.
Used services:
- automated collection of customer satisfaction within a project focused on satisfaction with the store visit
- automated sorting of collected feedback based on client satisfaction
- automated reminders
- communication with customers directly from the app
- emails with negative feedback sent to the responsible employee
Customer review:
The salesperson was helpful, advised me well, and helped me choose exactly what I needed – I left completely satisfied.
- Overall satisfaction
- NPS
- Salesperson rating
- Store appearance rating
At iStores, we invest a lot of energy in developing and maintaining a great customer experience. feedTRACK is one of our main tools for quickly obtaining information about customer satisfaction. We adapted feedTRACK to our needs and values and successfully use it as a core tool for maintaining our premium standards.
Automotive
Customer review:
The entire process from selection to handover of the vehicle was fast, clear, and very pleasant.
- NPS
- Salesperson rating
- Showroom rating
- Satisfaction with the test drive
feedTRACK has significantly streamlined our collection of feedback from clients. Thanks to clear results and reports, we can quickly see where we can improve, and customers appreciate the simplicity of the questionnaires.
MG, a brand with a modern approach, operates dynamically in both the Czech and Slovak markets. To continuously improve customer experience, it uses the feedTRACK platform for systematic monitoring of satisfaction after purchasing a vehicle as well as after service work.
Used services:
- automated collection of customer satisfaction within 2 projects in the Czech Republic and Slovakia focused on satisfaction with purchase and service
- automated sorting of collected feedback based on the customer’s satisfaction level
- automated reminders
- instant notifications for negative ratings – automatic alert to the responsible employee if the customer expresses dissatisfaction
- use of the task module, where responsible employees address negative ratings and approach their resolution responsibly
- issue-resolution statistics – tracking tasks and closed issues
Porsche Finance Group Slovakia provides comprehensive solutions for financing, insurance, and vehicle administration — from new cars to used vehicles. A key part of its philosophy is an emphasis on the quality of customer service, which it systematically monitors through the feedTRACK platform.
Used services:
- automated collection of customer satisfaction within a project focused on satisfaction with customer service
- automated sorting of collected feedback based on the customer’s satisfaction level
- automated reminders
- instant notifications for negative ratings – automatic alert to the responsible employee if the customer expresses dissatisfaction
Customer review:
The staff member was very helpful and kind. She resolved my request promptly and explained everything I needed.
- NPS
- Satisfaction with customer service
- Satisfaction with resolving the request
- Response speed
Measuring client satisfaction through the feedTRACK environment brings us several benefits: every compliment is encouraging, and we share positive feedback with management and colleagues. We treat negative feedback as a complaint especially when the client states concrete reasons, and we call customers whose feedback is only a numeric score. Thanks to feedTRACK and follow-up contact, we have managed in many cases to turn negative feedback around.
Logistics
Customer review:
Delivery is fast, reliable, and without damage – which is essential for our products.
- NPS
- Satisfaction with service quality
- Satisfaction with communication
- Satisfaction with dispatching
DPD, a parcel delivery company, measures satisfaction and NPS of its business partners in regular waves. The main goals are to identify overall satisfaction as well as satisfaction with individual aspects of the cooperation.
Used services:
- data collection in regular waves related to measuring business partner satisfaction with individual aspects of cooperation
- sorting the collected feedback
- instant notifications for negative ratings – automatic alert to the responsible employee if the customer expresses dissatisfaction
- automated reminders
Construction
Weber has been one of the most significant suppliers and manufacturers of building materials in the Czech Republic since 1991. Since 2016, Weber has regularly measured satisfaction and NPS among its B2B customers (installers and distributors) to track and improve the quality of its services. The main goals of the research are to enable customers to share their experience and to find out their loyalty and overall satisfaction, as well as satisfaction with individual aspects of the cooperation.
Used services:
- collection of satisfaction data from customers who rate overall satisfaction, loyalty, and individual areas of cooperation
- communication with the customer directly from the app
- automated reminders
Customer review:
We value our cooperation with your company mainly because of reliable deliveries and the fair approach of the sales representative.
- Overall satisfaction
- NPS
- Satisfaction with product quality
- Satisfaction with the sales representative
Customer review:
The installation was fast, without complications, and on the agreed date – I’m very satisfied with the result.
- NPS
- Satisfaction with installation
- Satisfaction with product quality
- Satisfaction with installers
We obtain feedback directly and almost immediately — which is great not only for us, but also for the salespeople themselves, who can view it on their own. Thanks to this, they can respond promptly, change their approach, or this tool can even help them directly when closing a specific deal.
INCON spol. s r. o. is a Slovak manufacturer of windows and doors with a long tradition since 1992. The company emphasizes quality not only of its products, but also of services throughout the entire customer journey — from preparing an offer to the installation itself. To determine the level of customer satisfaction, it uses targeted questionnaires after individual phases of cooperation.
Used services:
- automated collection of customer satisfaction – feedback is collected after sending the price offer and after completing the installation
- sorting the collected feedback
- automated reminders
E-commerce
Shoptet is a leader in e-commerce solutions and has been helping its clients build and manage online stores since 2009. Long-term, it focuses on ensuring the services it offers match the needs of its users — which is why it uses the feedTRACK platform as an important tool for measuring customer satisfaction. The company collects feedback from more than 10 touchpoints that cover various areas of interaction with customers — from customer support, through onboarding, to payment solutions or NPS measurement. In addition, Shoptet conducts an annual survey focused on a comprehensive evaluation of satisfaction across different areas over the past year.
Used services:
- automated collection of customer satisfaction from more than 10 touchpoints covering various aspects of operations
- automated sorting of collected feedback based on client satisfaction
- emails with negative feedback sent to the responsible employee
- automated reminders
- automated exports of feedback results to the CRM system
- collection of reviews on Google Reviews
- customer motivation – after completing the questionnaire, the respondent can be entered into a contest if they give consent
Customer review:
You are a reliable partner for our online business – the system is stable, features keep improving, and customer support is excellent.
- Overall satisfaction for the previous year
- NPS
- Cooperation with staff
- Satisfaction with provided services
Thanks to feedTRACK, we have an immediate overview of how we are doing with our customers. The collected insights are automatically sorted and handed over to the responsible teams, so we can react quickly and at the same time work systematically on improving the customer experience. feedTRACK helps us move Shoptet’s e-commerce environment toward higher satisfaction and loyalty of our customers.
Insurance
Komunálna poisťovňa, a.s. is part of Vienna Insurance Group and is among the stable players in the Slovak insurance market. To evaluate and improve customer experience, it uses the feedTRACK platform, through which it carries out a satisfaction survey every two years. The survey focuses on several areas of service delivery.
Komunálna poisťovňa, a.s. emphasizes quality not only toward clients, but also inward — toward its people. Every two years it conducts a company-wide anonymous employee satisfaction and engagement survey, which serves as a basis for strategic decisions in team development and company culture.
Used services – employees:
- anonymous collection of employee satisfaction data – questionnaires cover various areas of the work environment and atmosphere
- responses are segmented by age, position, length of employment, and other parameters
- automated reminders
Used services – customers:
- collection of customer satisfaction data, where customers rate overall satisfaction, sales representatives, infoline, services, and also competitors’ services
- responses are segmented by industry, products, and other parameters
- automated reminders
Customer review:
I really appreciate the professional and human approach – when handling an insurance claim they explained everything in detail and helped me.
- NPS
- Satisfaction with services
- Satisfaction with the sales representative
- Satisfaction with handling requests
We have been working long-term with MARKET VISION SLOVAKIA in research, feedTRACK customer satisfaction, mystery shopping, and also the INeCIM application, which provides us with clear daily monitoring of the insurance market.
„The feedTRACK tool has gradually been adopted across all entities of the MONETA Group and we regularly report the key areas to the bank’s management.“
Our branch managers and product managers throughout the bank also work with the results.
Thanks to customer feedback we are able to implement various technical improvements in our mobile and internet banking, adjust parameters of existing products and bring new ones into development. We listen to the voice of our clients and strive to fulfil their wishes. We understand their current needs better and continuously improve the customer experience.“
„feedTRACK has helped us at ASKO start looking at our processes and customer care differently again – through the eyes of ordinary people. Store managers are involved in the solution and praise is shared with employees.“
„The feedTRACK application is clear and the cooperation with Market Vision is very flexible.“
Collecting feedback through e-mail surveys and evaluating it directly in feedTRACK is highly valued by our sales and service managers.
Especially useful are the notification features on positive and negative customer comments, which are a powerful tool for motivating staff and improving relationships with clients.“
„After a long search we decided to go with feedTRACK. I would recommend this solution to companies that want a perfect overview of customer experience…
…and at the same time want to use a flexible tool with clear configuration and a user-friendly interface.“
Thanks to the supplier’s own IT development, some features could easily be integrated on our side and turned into a truly bespoke product. Today feedTRACK makes it easier for us to work with customer feedback, including the measurement of our SLA, and allows us to better personalise how we approach customers.“
„Customer response is very positive – as many as 62 % of them complete the questionnaire.“
Clients rate guides, transport, accommodation and the tour programme, and they can also share comments and suggestions for improvement.
Our tour managers work with the feedback every single day, adjusting specific trips in real time, already during the current season. The cooperation has saved us a lot of time and moved our services another step closer to our customers.“
„With a response rate of over 30 % and real-time online reporting, feedTRACK outperforms traditional methods, even among customer groups that are usually hard to engage in surveys.“
feedTRACK enables us to quickly identify and resolve specific issues and thus improve the customer experience. By uncovering and removing root causes we have also managed to significantly reduce the number of returned products.
The feedTRACK team continuously advises us on the best way to approach customers, brings new ideas during the life of the programme and is very accommodating when it comes to fine-tuning questionnaires and reporting.“
„Some features could easily be integrated thanks to the supplier’s in-house IT development, which allowed us to create a fully tailored product. Today feedTRACK makes it easier for us to work with customer feedback, including SLA measurement, and helps us better personalise our communication with customers.“
We are building Direct to make the world around us better. That world is made up of people, their stories and situations we help them solve every day. feedTRACK lets us monitor whether we are succeeding and how we can keep improving at what we do. It offers us an ideal solution that can be just as specific as we are – whether it’s the communication style we like or the rules for handling feedback that respect our culture and Direct values.“
„The main advantage is above all the simple operation and clear presentation of results in the online dashboard. We also use automatic notifications,…
…which allow us to quickly identify potential problems and shortcomings and react to them. Compared to the previous tool, which only provided simple satisfaction scores, feedTRACK allows our customers to evaluate our services in detail throughout the entire customer journey and leave us specific ideas on how to improve their experience.
I also value the continual effort to improve and further develop the entire tool.“
Want to see feedTRACK in action or ask about the details? Get in touch with us.
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