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