CUSTOMER STORY

Enhancing Customer Experience Using Actionable Intelligence

Learn How Masergy Drove an Increase in Revenues with Higher Net Promoter Scores

 

Masergy has long set itself apart with great service and a focus on exceptional customer experience. When the company set out to track the impact of its customer experience improvement efforts, it got a boost from NICE Satmetrix NPX software.

 

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Eight years ago, Masergy had no quantifiable overall customer satisfaction metrics. Though they had conducted customer surveys, they wanted to consolidate and track those activities on a single software platform.

 

How Masergy Succeeded

Over the past five years, Masergy’s efforts have paid off with a steady increase in Net Promoter scores, revenue growth, and customer retention. After implementing NICE Satmetrix NPX, the company consistently improved the customer journey year-by-year, which boosted NPS numbers. Download the customer success story to learn how Masergy:

 

  • Increased its Net Promoter Score from 45 to 51 to 59 to 66, ultimately reaching industry highs.
  • Grew annual revenue by 20% while competitors’ growth slowed or stalled.
  • Decreased customer churn to less than 1%.