How Stadtwerke Kassel Strategically Implemented 11,000 Customer Voices
Success Story
About Stadtwerke Kassel
Stadtwerke Kassel reliably supply the region with electricity, natural gas, district heating, and water – while simultaneously driving the energy transition in Northern Hesse. With their own wind farms, solar power systems, a hydroelectric plant, and other sustainable projects, they are pioneers in the expansion of renewable energy. In addition, they are setting new standards for a modern, climate-friendly urban infrastructure in areas such as e-mobility, fiber-optic expansion, and public transportation – in close collaboration with partners.
The Challenge
Before implementing zenloop, customer feedback management at Stadtwerke Kassel relied mainly on isolated measures:
- Annual customer barometer with 500 interviews
- Ad-hoc surveys via MailChimp
- Analysis of Google reviews
These methods provided only a limited view – with long intervals between feedback, irregular insights, and few opportunities for automation or holistic analysis.
The Decision to Use zenloop
Stadtwerke Kassel was looking for a solution that would provide continuous insights into customer experiences across various touchpoints. zenloop convinced them with:
- Flexible integration at over 20 touchpoints
- Easy handling and seamless implementation AI-powered analytics (NPS, CES, CSAT)
- Automated alerts, reports, and feedback loops Preconfigured, utility-specific keyword sets
Implementation and Usage
Within a short period, zenloop surveys were integrated into numerous digital and physical touchpoints – such as lead funnels, service pages, the customer portal, and print documents. Particularly helpful features included:
- Easy creation and integration of surveys
- Automated sentiment analysis
- The ability to forward critical feedback in a targeted way and respond both internally and externally (e.g., win-back initiatives or Google review prompts)
Results & Impact
The introduction of zenloop enabled Stadtwerke Kassel to generate over 11,000 responses and 2,500 comments from more than 900,000 survey invitations. Tangible improvements based on the feedback included:
- Expansion of FAQs and forms (e.g., PDF downloads)
- Optimization of the customer portal and website UX
- Implementation of online order tracking
- Improved invoice transparency (content, pricing structure, contact channels)
Thanks to these data-driven measures, Stadtwerke Kassel successfully established a true feedback culture – resulting in significantly higher customer satisfaction and noticeable process improvements.
The illustration on the left shows a response funnel that visualizes participation in a survey conducted by Stadtwerke Kassel:
Survey Views:
924,469 people saw the survey. This represents the total reach.
Responses:
11,000 people actually responded to the survey. That corresponds to a response rate of 1% of those who viewed it.
Comments:
2,513 comments were submitted. This means that around 23% of those who responded also left a comment.
The Stadtwerke Kassel survey reached a large audience, but only a few responded—of those, nearly a quarter also left a comment. This resulted in valuable feedback from a small but engaged group.
