NEWCASTLE-BASED Customer feedback software firm, CustomerSure, has announced it has expanded its work with global conglomerate, Philips, and will be helping the brand to expand its customer feedback program for the Philips Sonicare brand to the US. 

Philips aims to “improve people's lives through meaningful innovations” with their vast product portfolio including grooming products, home care and personal hygiene products, such as their hugely popular Sonicare brand. 

The independent software provider has worked with Philips since early 2021 when their UK team sought their support for the feedback UK customer feedback program for Philips Sonicare. The team was seeking a way to engage with dental professionals and obtain their vital feedback, whilst raising awareness of the brand within this target customer segment across Western Europe, in a bid to boost dental conversions across all territories. 

CustomerSure’s work with Philips expanded further in the summer of 2022, with a win to provide the Western European market with their award-winning customer feedback software. Ease of use and multi-lingual capabilities were essential, and CustomerSure has helped the brand easily collect feedback, with surveys available in 10 languages (English, French, German, Italian, Spanish, Dutch, Swedish, Danish, Norwegian, and Hebrew) to ensure inclusion and accessibility.

As of Q4 2023, CustomerSure is working with Philips Sonicare across the USA and is assisting this iconic and highly-respected brand with its customer experience operations in the UK, Ireland, France, Germany, Spain, Italy, Israel, Sweden, Denmark, Norway, Finland, Belgium, the Netherlands, Luxembourg, and now the USA, from their Newcastle headquarters.

Darren Wake, Senior Account Manager, has been instrumental in ongoing relations between CustomerSure and Philips and has very much led this partnership from the get-go. He said: “We’re so pleased to be helping the Philips team in the UK, across Europe and now in the US, as they continue the expansion of their customer feedback program for Sonicare.  

“It’s refreshing to see how engaged they are with their key customer and how much importance they place on gaining their feedback to drive improvements and changes that benefit all. We’re looking forward to seeing the insights that come from this additional territory and are grateful to the team for continuing to put their trust in CustomerSure.”

Claudia de Graaff, Professional Marketing Manager Oral Healthcare Western Europe, from Philips Sonicare added, “We were very impressed with the advanced functionality and power of CustomerSure from the beginning, and it’s great to have a software partner able to help us scale our customer experience efforts internationally at this level, whilst maintaining that personable level of service.  We enjoy working with their specialist team and look forward to continuing our work together and all the potential successes this may bring.”

Guy Letts, CEO at CustomerSure added: “We're immensely proud to be a North East software success story and a Global Supplier Agreement with Philips is a great indicator that we’re delivering exactly what we should be. 

“This expansion is the culmination of several years working together successfully in the UK and Western Europe, and we’re excited to see how the US work can expand Philips’ understanding of their customers to improve their overall experience and move the needle even further on their commercial business objectives.”