Operationalizing Customer Satisfaction & NPS to Drive Product & Performance Improvement

Case Study

As enterprise partnerships scaled across health systems, Medicaid programs, and community-based organizations, customer feedback was collected inconsistently and not systematically used to inform product, operations, or customer strategy.

This limited the organization’s ability to proactively manage customer experience, identify risk, and translate insights into actions that drive renewals, expansion, and long-term partnership growth.

There was a clear need to establish a more structured, data-driven approach to understanding customer sentiment and connecting it to measurable business outcomes.

  • Geometric drawing of an outline square with sections divided by vertical, horizontal, and diagonal lines.

    The Challenge

    - No standardized approach to measuring customer satisfaction or capturing feedback across the customer lifecycle

    - Limited visibility into customer experience, risk, and trends across accounts and stakeholders

    - Feedback was reactive and not consistently tied to product, operational, or partnership outcomes

    - Lack of a data-driven mechanism to proactively identify risk and inform renewals and expansion

  • Geometric drawing of an outline square with sections divided by vertical, horizontal, and half circle lines.

    Leadership

    - Designed and implemented a structured Customer Satisfaction and NPS program, introducing a more consistent, lifecycle-based approach to feedback

    - Built the systems and processes to capture, segment, and analyze customer feedback, improving visibility into experience, risk, and emerging trends

    - Established cross-functional feedback loops, translating customer insights into product, operational, and customer success improvements

    - Drove adoption of a more proactive, data-driven approach to customer experience, enabling earlier risk identification and more strategic account management

  • Geometric drawing of an outline square with sections divided by vertical, horizontal, and circle lines.

    Outcomes

    - Achieved a 6.7 out of 7 Delight score and 55% NPS across 50 organizations, establishing a strong baseline for customer experience

    - Achieved 42% survey open rate and 12% response rate, creating consistent visibility into customer sentiment

    - Increased visibility into customer experience and risk, enabling earlier and more targeted intervention

    - Strengthened alignment between customer feedback, product, and operations, improving responsiveness to customer needs

    - Positioned Customer Success to more effectively support retention, expansion, and long-term partnership growth