Case Studies

110 business improvement projects in 18 months — 67 implemented, 43 in progress — out of an NPS program. That's what Manheim's Marketing Director walks through in this one-hour webinar: how they got buy-in, structured the responding KPIs, and turned feedback into projects without burying the operations team.

CFOs ask for the empirical link between NPS and growth, and most CX teams reach for the Reichheld papers. Wolters Kluwer Asia Pacific's CFO ran the numbers on their own data — and found the correlation between NPS, retention rate and revenue inside a long-tail subscription business. Here's the video case study and the transcript.

Zip Water UK lifted NPS from +2 to +73 in three years — without making NPS a KPI or linking it to bonuses. They drove the change through CX culture and relentless root-cause analysis instead. Here's exactly what their CX lead and managing director did, in reproducible steps, with the trend chart to back it up.

Two small changes to Iron Mountain's NPS survey invite doubled their response rate — change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

Carlson Restaurants runs about 900 outlets including TGI Fridays — a saturated industry where loyalty is genuinely hard. Their CFO-level NPS lead sat down to walk through four hard-won insights from the rollout: the threshold below which the score doesn't matter, why consistency beats spikes, the grand unified theory, and the case for driving behaviour not the number.

Bain's Rob Markey turned up on a BBC radio show about the NHS Friends and Family Test and dropped five short observations that apply to almost any customer feedback program. Clarity over complexity. Accuracy as a false god. Here's the five, with the context that makes each one useful in your own program.