Fortuneo: From raw data to structured decision-making

The context

Fortuneo is a French online bank with a high level of maturity in customer satisfaction and experience management. Their teams already collect a significant volume of feedback: surveys, verbatim comments, and public reviews (App Store, Trustpilot, Avis Vérifiés).

The challenge is not to discover the Voice of the Customer, but to make it actionable in a reliable, structured, and shareable way across the entire organization.

David Amsellem and his team transform rich data into concrete operational insights to inform the product roadmap for the next 1, 2, 3, and 5 years.

The challenge

Identifying true pain points

Distinguishing isolated incidents from structural issues within a massive volume of multichannel feedback, without letting the largest sources overshadow the others.

Creating a shared understanding

Sharing an aligned vision between operational teams (product, data, design, business) and management, ensuring everyone interprets the data consistently.

Centralizing heterogeneous sources

Aggregating data from the entire customer journey (app, Trustpilot, emails, calls, chat) without losing segment-level granularity.

The solution implemented

Fortuneo centralizes its feedback into a single source of truth:

• Public reviews (App Store, Trustpilot, Avis Vérifiés)
• Satisfaction surveys and email verbatim comments
• Call and chat summaries (support)

Feedback is automatically structured into actionable themes:

• Reasons for dissatisfaction and customer expectations
• Emerging signals tracked over time
• Priority pain points identified by segment

Results achieved

• Consistent insights for all teams
• Rapid deployment and responsive support
• Voice of the Customer at the heart of the product roadmap
• Widespread adoption: from management to operations