Arancia Formalizes CX Program Across Project Delivery with Zonka Feedback

As Arancia expanded its project-based cybersecurity services globally, leadership saw the need to formalize customer experience across project delivery. Arancia partnered with Zonka Feedback to capture structured customer feedback on delivery experience, communication, and evolving client needs.

What does it take to consistently deliver trusted cyber and technology services while operating across regions and industries? For Arancia, maintaining that standard meant going beyond technical execution and finding better ways to understand client experience, identify gaps early, and strengthen long-term partnerships.

Arancia specializes in Cyber, Cloud, and Technology, operating on a partner-led model where experienced leaders take ownership of each portfolio. As the organization continued to work with clients across diverse environments, the leadership team recognized the need for a structured feedback program. one that could help them listen more closely to clients, validate service quality, and reinforce trust at every stage of engagement.

In our conversation with Khurram, he shared that while Arancia had strong delivery and technical expertise, they wanted a more systematic way to capture client feedback and turn it into actionable insights.

As Arancia explored building a feedback program, they identified several challenges that needed to be addressed:

• Lack of a Structured Feedback Mechanism: Client insights were often gathered informally, making it difficult to track trends, identify recurring issues, or measure experience consistently.
• Difficulty Turning Feedback into Action: Without a centralized system, feedback lacked visibility across teams, limiting Arancia’s ability to respond quickly or close the loop effectively.
• Need for Scalable Client Listening: As Arancia worked with clients across regions, they needed a feedback approach that could scale without adding operational overhead.

Without a structured, scalable feedback program, Arancia risked missing critical signals that could impact client satisfaction and long-term trust. That’s when they began exploring a more intentional approach to collecting and acting on client feedback.

Once Arancia decided to formalize customer feedback, the goal was to implement a solution that fit naturally into their project delivery model. Zonka Feedback enabled the team to move from informal inputs to a structured, repeatable feedback process focused on client experience and delivery quality.

1. Collecting Feedback on Project Delivery

Arancia began by using customer satisfaction surveys at the end of project engagements. These surveys helped the team understand how clients perceived communication and overall delivery.

This gave Arancia a consistent way to assess delivery quality across engagements.

2. Turning Feedback into Internal Improvements and Opportunities

Client feedback was used to identify specific improvement areas and guide internal conversations with service leads and subject matter experts. It also helped Arancia better understand future client needs without asking directly.

3. Adapting Survey Distribution with Ongoing Support

As the program evolved, Arancia refined how surveys were shared with clients. With guidance from the Zonka Feedback team, they adjusted distribution to maintain better visibility into responses. "The support that we’re getting from Zonka has been excellent." shared Khurram. The hands-on support helped Arancia adjust their approach without adding operational complexity.

4. Customizing Surveys with Logic and Expert Guidance

During setup, the Zonka Feedback team assisted with structuring questions and configuring survey logic to align with Arancia’s objectives.

This collaboration allowed Arancia to focus on outcomes while relying on Zonka Feedback’s expertise to manage configuration.

By introducing Zonka Feedback, Arancia was able to move from informal, ad-hoc inputs to a more structured and intentional approach to understanding client experience. While the feedback program is still evolving, it has already become an important part of how the team reviews project delivery, strengthens relationships, and identifies areas for improvement.

Key Outcomes

• Structured Client Feedback Across Engagements: Arancia successfully introduced a formal way to capture customer feedback around project delivery and client experience. This gave the team consistent visibility into how engagements were perceived, something they did not have earlier.

• Clear Inputs for Internal Improvement: Feedback helped surface specific areas where delivery could be improved. This allowed leadership to have focused discussions with service line leads and subject matter experts, not just to address individual projects, but to improve delivery practices more broadly.

• Improved Confidence Through Reliable Support: The responsiveness and guidance from the Zonka Feedback team played a key role in sustaining the feedback program. From survey setup to ongoing adjustments, support ensured the system remained practical and easy to manage.

Reflecting on the impact, Khurram shared:

As Arancia continues to grow, the feedback program is becoming a foundational part of how they listen to clients, refine delivery, and build long-term, trust-based relationships. Zonka Feedback has enabled them to take a more intentional and consistent approach to customer experience, aligned closely with their leadership vision.

Interested in building a structured customer feedback program like Arancia?
Explore how Zonka Feedback helps growing, global teams capture actionable CSAT, improve project delivery, and turn feedback into insights. Schedule a demo today.