Marketing Calendar 2026
How Conscia uses Spotler FeedbackPro to improve service experience across IT support teams
Connecting customer feedback with service operations to improve visibility, strengthen collaboration and deliver a better customer experience.
Delivering high-quality service is critical in IT environments where businesses rely on fast, effective support. Conscia wanted deeper insight into how clients experienced its service operations and a more consistent way to collect feedback across support interactions.
By integrating Spotler FeedbackPro with TOPdesk, the organisation created a more transparent and feedback-driven approach to service experience management.
The challenge
Conscia had already been measuring service quality through TOPdesk using a five-star rating system. While this provided a useful indication of customer satisfaction, the business wanted more detailed and consistent feedback.
The organisation was looking for:
- Deeper customer insight
- More regular feedback collection
- Greater visibility into service experience
- Stronger client relationships
- More actionable feedback for teams
Frank Kras, Manager Service Operations at Conscia, explains:
“Clients are becoming more critical. It is no longer a given that they will stay with you. That is why it is so important for us to provide an optimal service.”
Creating a more detailed view of service experience
Since September 2022, Conscia has used Spotler FeedbackPro alongside TOPdesk to collect feedback linked to incidents and technical support queries.
This allows the organisation to gather more detailed insight into how customers experience service interactions and identify opportunities for improvement more quickly.
The business has also seen strong engagement from customers, with clients actively responding to feedback requests and sharing additional context through open feedback fields.
The ability to connect feedback directly to specific customers and service interactions has also helped Conscia resolve issues more effectively.
Frank says:
“We notice that our clients appreciate being able to leave their feedback. They fill in practically everything. We recently picked up and resolved a ticket immediately. The feedback, however, was negative: it had taken too long. Because we could match the feedback to the client, we were able to call them and discuss it.”
Building a feedback-driven culture
Introducing more visible feedback processes also required adjustment internally.
Initially, some engineers were concerned about how customer feedback might affect individual appraisals. Because multiple engineers often worked on the same support tickets, Conscia chose to evaluate feedback at team level rather than individually.
According to Frank, this helped create a more collaborative environment across the department.
“You notice not only that there is more calm in the department, but you also see colleagues collaborating with each other much more and much better.”
The service department is divided into six teams, all of which now work actively with customer feedback.
At the start of each week, teams review incoming feedback and identify action points for the week ahead.
Using transparency to improve service quality
Transparency plays an important role in Conscia’s feedback approach.
Customer feedback is displayed across the service department using internal digital screens, giving teams regular visibility into both positive and negative reviews.
Importantly, negative feedback is shared openly as well.
Frank explains:
“It helps us to turn that review into a positive experience, for the client and as a learning experience for ourselves.”
By making feedback visible across teams, Conscia encourages continuous improvement and shared ownership of service quality.
The organisation also plans to expand feedback visibility more widely across the business over time.
Sharing feedback across the organisation
Conscia uses Spotler FeedbackPro reporting to share updates with managers and leadership teams across the organisation.
Results are reviewed regularly to help teams understand where improvements are needed and where service performance is progressing well.
The results has attracted interest from other Conscia locations across Europe, with teams exploring how feedback-driven approaches could support their own service operations.
Expanding feedback across the customer journey
While the current focus is on service operations, Conscia sees feedback as an important part of the wider customer journey.
The organisation plans to extend feedback measurement into additional departments, including projects and consultancy teams, helping create a more connected view of customer experience across the business.
Frank says:
“The client comes first. That must always be apparent: from the first point of contact to the closing of multiple service tickets.”
Building a stronger foundation for customer experience
By combining Spotler FeedbackPro with TOPdesk, Conscia has created a more structured and transparent approach to service experience management.
The organisation now benefits from:
- More consistent customer feedback collection
- Deeper insight into service interactions
- Stronger collaboration across support teams
- Greater visibility into customer experience
- Clearer action points for continuous improvement
Looking ahead, Conscia aims to expand feedback measurement further across the organisation as part of its wider customer-first approach.
“We as a company can come up with great ideas, but ultimately it is important to work in a client-centred way. That is only possible if you request feedback throughout the entire customer journey.”
Turn feedback into continuous improvement
FeedbackPro helps teams collect feedback automatically, uncover what’s driving customer experience, and take action faster across every touchpoint. Get a demo and explore all the possibilities with our customer feedback platform.