SURVEYMONKEY CX:SurveyMonkey CX is another SurveyMonkey product that helps increase customer loyalty. If you're interested in learning more, contact sales.
Company Profile
Industry: Computer Hardware
Company size: 550 employees
Revenue: $150M (2016)
Challenge:
CEO felt out of touch with customer satisfaction, needed standardized window into the customer experience
They required scalable solution to track and take action on customer satisfaction over time
No visibility into why their customers renewed or churn
Goals:
Monitor NPS over time to understand trends
Use data to address customer issues early and often to reduce churn
Use data to identify happy customers to increase revenue through cross-sell opportunities
Deployment:
Cadence: semi-annual survey sent to entire customer base (approx. 1,000 contacts)
Specific teams assigned to follow-up with respondents
Operations team investigates detractors and passives
Sales team follows up with promoters for up-sell, cross-sell and referrals
CX SFDC integration centralizes access to NPS data for cross-functional team to conduct follow-ups
CX Reports are sent to executive, marketing, engineering, HR, and sales teams with a goal of providing insight about customer base team wide.
Marketing team also uses TechValidate content generation platform to publish statistics, case studies, quotes and charts
Business Outcomes
Results reported back to CEO immediately following survey completion
CEO used NPS results in presentations with analysts
Promoters contacted for cross-sell + upsell opportunities
Increase in customer retention
After 2 years, only 6 unhappy customers (detractors) out of ~200 responders with proactive follow-up being a major contributor to high ratings
Employee engagement/morale boost in seeing customer satisfaction results