📣 Hear this case directly from Markus Kappen, Project Lead at EWZ on Friday, June 13th

‍EWZ, one of Switzerland’s largest municipal utilities, provides energy and telecom services to hundreds of thousands of customers across Zurich and surrounding regions. With a strong reputation for innovation, EWZ plays a key role in Switzerland’s sustainability and digital transformation goals.

When the company set out to upgrade its customer feedback system, it wasn’t just about surveys – it was about embedding customer voice into the daily operations of a major public utility.

Utilities often collect customer feedback – but turning that input into a scalable, actionable program is something else entirely.

What began as a few post-interaction questionnaires quickly evolved into a deeply integrated Voice of Customer (VoC) initiative – linking feedback to SAP workflows, triggering internal action, and reinforcing a culture of responsiveness.

Here’s how they did it.
and what others can learn.

EWZ’s journey began with a clear challenge: create a structured feedback loop across multiple customer touchpoints (phone, email, portal, in-person) without adding complexity. To keep it manageable, the team focused on one goal – understanding how each interaction felt from the customer’s side. Surveys were launched using Screver and connected to SAP through a unique identifier: the Outbound ID.

What Made It Work

EWZ’s success wasn’t about big tech investments or years of planning. It was about building a lean, connected system that solved real internal needs from day one. Here’s what made it work.

Speed: 7 Days to launch the First Survey

• This fast launch helped EWZ avoid long rollout delays and begin learning from real customer data almost immediately.

Quick Response to Every feedback

• Each survey response in Screver is linked to a specific customer interaction using a unique SAP Outbound ID.
• This ensures feedback isn’t floating separately — it’s directly connected to real service events. Teams can see exactly which process, team, or agent the comment refers to, and take meaningful action.

AI for Safety & Compliance

• EWZ uses AI-based language processing to automatically scan open-text survey comments. The system can identify and redact employee names, flag inappropriate or aggressive language, and apply custom filters in line with internal policies.
• This allows teams to review honest feedback without exposing employees to personal risk or violating privacy standards - turning open text into safe, structured insight.
• It’s automation with accountability, built by Screver Voice of Customer Platform for a public-facing utility.

Customer Callback Requests

• Customers can request a callback or flag a poor experience directly within the survey.
• Instead of just collecting satisfaction scores, EWZ turned its surveys into a service channel - empowering customers to speak up and be heard, in real time.

Automation & Alerts

• When a callback is requested or a negative rating is given, Screver triggers automated workflows - like creating a ticket in SAP or alerting a team lead.
• This removes the need for manual triage, speeds up issue resolution, and ensures no critical comment goes unseen.

From Feedback to Daily Operations

As more feedback started flowing in, EWZ didn’t just collect it - they integrated it into how teams actually work.

Now, when a customer flags a problem or requests a callback, the system automatically triggers internal actions. A ticket might be created in SAP, or the right team alerted immediately - without anyone needing to forward emails or copy comments.

At the same time, internal dashboards give different departments live visibility into trends: customer satisfaction, feedback volume, callback requests, or pain points by channel. Everyone sees the same signals, in real time.

And it’s not stopping there - a public-facing dashboard is in development to bring more transparency to the community EWZ serves.

Lessons for the industry

What EWZ shows is that a modern feedback system isn’t just about better surveys. It’s about embedding those signals into the tools your teams already use, keeping the process simple, and building trust through transparency and speed. Most importantly, the project stayed focused: launch fast, learn, improve, and scale what works.

✦ ✦ ✦

The full story will be presented live by the EWZ team at the AI and Hype Bubble Event in Zurich on Friday, June 13th.

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