Fortuneo: From raw data to structured decision-making
Fortuneo is a French online bank with a high level of maturity in customer satisfaction and experience management.
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 Glanceable team's responsiveness was exceptional: same-day answers that let us make the right calls in tricky situations. »
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
« This ability to centralize data provides a 360-degree view of our customer feedback. »
The difference, in practice
NPS marketplace ×2
600,000 conversations analyzed every month.
A centralized Voice of the Customer
A 360° view of customer satisfaction, shared with all frontline teams to turn every interaction into a moment of truth.
+2 NPS points in 2 years
10% drop in refunds for vehicle incompatibility. 31 licenses deployed across the organization.