Lionbridge, a global translation and localization services company, aims to personalize every customer relationship. When looking to launch a Net Promoter Score (NPS®) program and increase customer satisfaction, Lionbridge needed a suite of tools that could integrate several sources of data and make insights actionable.
Leveraging SurveyMonkey and Microsoft Power BI, Lionbridge built a systematic way to track customer feedback and apply it across the organization. Individual teams and executives use the reports to create improvement plans and offer kudos, and customer service employees can connect with individual customers to resolve issues.
Download the case study to learn how Lionbridge is ensuring that customers feel individually cared for while using data to make big business decisions.
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.