pivotal labs: understanding customer loyalty & measuring it over time
TRANSCRIPT
At a Glance
Situation
• Pivotal has a feedback culture, but
informal methods like pen and paper
cannot scale across teams
• To ensure the company remains an
industry leader, the company needs
to track customer loyalty
• SurveyMonkey Benchmarks gives
context to the company’s results to
offer deeper insights
Results
• SurveyMonkey standardizes feedback
collection, making it easy to share
learnings across the organization
• The NPS survey gives the team a
quantitative metric that makes it
easy to support internal planning
• Benchmarks show that customers
are happy with the company’s
products and services
Smarter Decisions
• Teams can now discuss feedback on
customer engagement to identify
areas for improvement
• The company intends to run the NPS
survey every quarter to see how the
score changes over time
Pivotal Labs is an industry-leading consulting
firm that helps companies be more agile in
developing mobile and web software. Customers
range from small start-ups to Fortune 500
companies covering industries like financial
services, retail, healthcare, media, and education.
What helps the company stay successful is its
philosophy is to continually seek feedback from
customers, users, and employees.
Customer Satisfaction Case Study
“It’s incredibly valuable to be able to
gauge the satisfaction and loyalty
of our client relationships as we
help them transition to a modern
software development approach.
SurveyMonkey’s ability to
benchmark our Net Promoter®
Score helps bolster our customer
feedback loop to ensure our service
is world class.”
Paula Kwan,
Corporate Strategy, Pivotal Labs
Understanding Customer Loyalty and Measuring It Over Time
Visit surveymonkey.com/benchmarks
While employees are used to gathering
feedback, prior methods of typing up
documents, and paper and pen collection
were difficult to scale company-wide. “We
want to standardize and centralize our data
collection, something that has never been
done before,” says Paula Kwan, Corporate
Strategy at Pivotal Labs. Kwan decides to
move forward with SurveyMonkey since
she was familiar with the easy yet powerful
platform from a previous job.
Kwan is looking to understand the company’s
Net Promoter Score and get general
customer satisfaction feedback. “We need
a quantitative way to know where we stand
with customers,” adds Kwan. “I’d like to
deliver the insight back to business leaders to
start discussions around knowing the score
and why they are what they are.”
NPS results reveal that customers are happy
with the company’s products and services.
“The business is really excited about the
results,” comments Kwan. “We’re able to
quantify what happy means and identify
areas of happiness—whether it’s industry
thought leadership or our ability to be
innovative.” The teams then bring the data
full circle by having conversations around
customer engagement. The company plans
on running the surveys on a set frequency to
measure the change in NPS over time.
With the release of SurveyMonkey
Benchmarks, Pivotal Labs is able to not only
understand its NPS but also see it in context
with the competition. “We leveraged the
filtering options to intersect and compare
What factors led you to
choose SurveyMonkey
Benchmarks?
SurveyMonkey Benchmarks was
perfect for our needs. I spent
a lot of time researching other
providers, but no other company
was able to offer the level of
material support and customer
service as SurveyMonkey, which
made a world of difference.
The decision was a no brainer.
the data amongst the stats available in the
SurveyMonkey benchmark database,” says
Kwan. She then presents the findings to the
leadership team. “The results led to some
very interesting discussions,” Kwan adds.
As Pivotal Labs grows its respondent base,
Kwan is looking forward to getting more
data points and making the database
richer for everyone using it. “SurveyMonkey
Benchmarks 100% meets our needs,” says
Kwan. “It would be hard to find another
provider that can offer something like this.”
Learn more about how SurveyMonkey
Benchmarks can help your organization make
smarter decisions.
Paula Kwan, Corporate Strategy, Pivotal Labs