CUSTOMER STORY
Point of Reference gets more out of NPS surveys
Learn how Point of Reference uses SurveyMonkey to maximize its Net Promoter Score (NPS®) feedback.
OVERVIEW
Point of Reference helps organizations improve customer advocacy processes—so it knows the importance of understanding customer satisfaction. When Point of Reference wanted to enhance its NPS surveys and expand its own customer advocacy, it found that SurveyMonkey offered the exact flexibility and robust features it needed.
50% response rate on NPS surveys
15% return rate for new G2 reviews
THE CHALLENGE
Streamlining NPS surveys for better insights
Efficiently collecting and analyzing customer satisfaction data was a challenge for Point of Reference, particularly when it came to its twice-yearly NPS surveys. It wanted a solution that would not only streamline the survey process but also include robust features like customizable survey designs, diverse survey templates, intuitive analytics, and survey branching. SurveyMonkey emerged as the ideal platform to address all these needs—and more.
“SurveyMonkey is a great tool for gathering insights from customers. It is very intuitive and I have had no tech issues, which puts it leaps and bounds above other solutions.”
Allison Hughes
Customer Marketing Manager
THE ANSWER
A versatile customer feedback solution
After implementing SurveyMonkey, Point of Reference’s NPS surveys saw a commendable 50% response rate. And with the SurveyMonkey web collector, it was able to engage customers in real-time conversations through platforms like LinkedIn. This proactive approach led to increased survey participation and even better data. The company also strategically used SurveyMonkey to boost its presence on the peer-to-peer review site G2; by reaching out to its NPS promoters, it achieved a 15% return rate for new G2 reviews.
“SurveyMonkey has truly helped us better connect with our customers.”
Allison Hughes
Customer Marketing Manager
Point of Reference
THE RESULTS
Stronger customer relationships
With SurveyMonkey, Point of Reference is reimagining its NPS survey processes, making the most of NPS advocates, and continuously closing the loop with customers. Both its CEO and account directors personally engage with NPS respondents to address queries and gather more insights. This fits perfectly with Point of Reference’s mission to cultivate stronger customer relationships. With rich data driving organizational growth and decision-making, it’s a win-win all around.
Shape what's next at your own company
Net Promoter Score
Build loyalty and turn customers into advocates.
Voice of the Customer
Build and scale a VoC program to boost customer retention.
Customer advocacy
Gather testimonials, stats, and case studies at scale.
Want to learn how SurveyMonkey can help your organization?
Request an Enterprise demo today.
NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.