Kraken wins the European Customer Focus Awards (again).
We are proud to announce that Kraken has been recognized at the annual European Customer Focus Awards (ECCA) for the second year in a row. We won the Customer Insights and Feedback category and were shortlisted in the B2B Customer-Centric Culture and Customer Focus category.
Overcoming fierce competition, this second award follows the 2023 ECCA win in the Customer Success category and being a finalist in the Employee Experience category.
“We have always viewed customer feedback as a driving force that powers our overall business operations. We know that our customers are truly our best advocates, essential to the continuous improvement of our product offerings and ultimately achieving our mission,” said Ashley Speller, Vice President of Customer Engagement at Kraken.
Kraken is the only cryptocurrency winner in the 2024 ECCA.
Only 30 European companies were nominated for ECCA, and we were the only cryptocurrency, DeFi or on-chain company to win or be nominated.
In the Customer Insights and Feedback category, winners were selected based on participants’ ability to demonstrate how internal processes effectively analyze client needs while enabling operational changes to be implemented quickly.
The award-winning entry centered around Kraken’s “Dirt Covered Fruit” initiative, an internal escalation platform that leverages customer insights and delivers feedback directly to executives and product managers in an actionable format.
Many teams working together for customer service excellence
Additionally, we demonstrated the cross-functional collaboration that happens behind the scenes to ensure the customer’s voice is truly heard.
From our user experience research team, who play a pivotal role in ensuring a deep understanding of user behavior, needs and pain points, to our social media support team, who actively engage with customers on social media, various functions interact to deliver ‘ Feedback about life.
Speller continued: “This award is a testament to our millions of customers around the world. We are committed to continuously raising the bar to provide superior cryptocurrency trading services that prioritize product accessibility and inclusivity.”
For more information about the European Customer Focus Awards and to see the full list of winners, click here.
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