How Flower Delivery Brand Euroflorist Delivers Great CX, Every Single Time

Receiving flowers is a high-impact, high-emotion experience that makes people feel cared for, remembered and loved. The Euroflorist experience has to be right first time every time – it’s 10/10 or 0/10. So how does Euroflorist ensure every interaction fulfils its potential?

Everything in our customer journey should be 100%. Our moments of truth don’t only involve ourselves and our customers. They touch a lot of other people too.

LORAINE DE VRIES-BRILMAN, CUSTOMER SERVICE MANAGER, EUROFLORIST

HOW EUROFLORIST CLOSED THE EXPERIENCE GAP

EVERYONE’S EMPOWERED TO MAKE AN IMPACT

In 2017, Euroflorist’s customer experience programme was set up. Alongside analysts and project managers, heads of department are on board to help push through the necessary changes indicated by the data.

INSIGHTS ACROSSS THE CUSTOMER JOURNEY

The Euroflorist team actively seeks feedback from end-users at every stage in the journey.

LONG AND SHORT-TERM MEASUREMENTS

Alongside real-time insights like how easy it was to get in touch or find an answer to a question, Euroflorist measures longer-term movements in NPS and customer perception of the brand.

DETRACTOR FOLLOW-UP

Detractors are contacted quickly following feedback on a poor experience. Customer data is ready immediately for the case handler in an email, along with the customer’s open text responses and scores to help them close the oop faster.

We don’t have a support team internally to work with customer experience so having Qualtrics’ know-how at our disposal is very, very important

25%

of customers respond to Euoflorist’s surveys

77

Euroflorist’s NPS rating after using Qualtrics

All teams are engaged with the program and can easily interpret results

WHY QUALTRICS?

COMPLEX CUSTOMER JOURNEYS MADE EASY

Euroflorist has a complex business involving customers, their recipients, partner florists and internal stakeholders. With Qualtrics, they can drill down to understand and optimise the experience drivers for each one.

EMBEDDED IN THE BUSINESS

Through Qualtrics, closing the loop is faster thanks to a seamless workflow that enables customer service teams to act on feedback immediately, with all the essential data to hand.

DASHBOARDS ANYONE CAN USE

The Euroflorist customer experience team involves members from across the company with varying skillsets. Qualtrics offers simple, easy to understand interfaces that can quickly and accurately be interpreted by any member of the business, without training.

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Euroflorist is an international network which enables deliveries of fresh flowers anywhere in the world. Set up in 1982, it partners with 54,000 local florists to send fresh, handcrafted high-quality bouquets to recipients across the globe, often on a same-day basis.