Case Studies

Insurance
Financial
Pharma
Education
Miscellaneous

Protective Life

Annuity Advisory Board

PeopleMetrics' development of a customer advisory board allowed Protective to test several new products and services by its key audiences - its own annuity customers.

First American Bank

Raising Net Promoter Scores

First American Bank raised their NPS by 7 points through a survey by PeopleMetrics, helping them identify their high-performing branches so they could replicate the wins at their lower-performing branches.

OceanFirst Bank

Growing Awareness of a New Product Offering

OceanFirst Bank turned to PeopleMetrics to assess the awareness of their new product, identifying gaps and tracking the impact of their awareness campaign.

MetLife

Understanding the Broker Experience

MetLife used insights from a research study to expand broker relationships, improve turnaround times, and streamline service and communications with brokers.

Mutual of Omaha

Improving "Excellent Implementations"

Mutual of Omaha established a baseline for its implementation satisfaction research, pinpointing changes throughout all of their customer touchpoints and improving its already excellent implementation reputation.

Mutual of Omaha

Discovering the "Why" Behind Customer Attrition

Mutual of Omaha discovered the most important factors to those who renewed and those who discontinued business with the company, uncovering the "Why" behind customer attrition and how to best influence persistency.

U.S. Xpress

A Rebrand to Differentiate Positively

Using our research results, U.S. Xpress found that the concept test for their rebrand would be received positively, moving forward with the concept that led to the company being seen as a leading trucking and shipping carrier.

Alnylam Pharmaceuticals

Patient Satisfaction in a Patient Assistance Program

Alnylam Pharmaceuticals increased its satisfaction score by 5% through a patient survey feedback, helping them understand patient perceptions, identify deficits, and improve customer service feedback.

Rutgers University

The SNAP Gap

Rutgers Cooperative Extension, along with the New Jersey Office of the Food Security Advocate, learned why families who qualify for SNAP are not enrolled in food assistance programs, leading to a series of recommendations for the next steps to improve customer service at county offices.

Think Bank

Website Changes Decreased Satisfaction Scores - Why?

Think Bank upgraded their website, but rather than seeing an uptick in satisfaction scores, they decreased. But through changes from a PeopleMetrics survey, problem incidences declined by over 50%, while NPS increased by 13 points.

NuVision

Employee Engagement and Culture

NuVision used a two-pronged survey to measure and identify the drivers of employee engagement, highlighting the strengths and addressing the weaknesses to improve company culture.

MetLife

Effectively Introducing a New Product

MetLife used a panel to identify several positives of their new product, as well as some negatives, to improve the initial roll out and make the program more desirable to potential customers.

Merck

How to Handle Customer Interactions

Merck utilized survey feedback following recent customer interactions, leading to a 26 point raise in NPS, a 20% increase in promoters, a 6% decline in detractors, and a 29% increase in problem resolution.

Mutual of Omaha

A B2B Customer Advisory Board

Mutual of Omaha used results from a Customer Advisory Board to update their employer portal, improve billing and claims processes, and test perceptions of new products and services.

Travere Therapeutics

New Product Perception

Travere Therapeutics used our survey results to understand the perception of a new medicine, leading to a 14% increase in product perception, with improvements in terms of messaging and the timing of communication.

Vertex

The Best Way To Communicate with Customers

Vertex took survey results focused on the best ways to communicate with customers and those customers' perceptions of the company to raise their message efficiency and help customers stay up to date with new products and services through their preferred channels.

Ultragenyx

Understanding Your High Impact Customers

Using a PeopleMetrics survey, Ultragenyx was able to understand a 360-degree view of the patient journey, discovering any unmet patient needs to bridge those gaps and uncover areas that were most important to their High Impact Customers.

BioLife

Reversing a Declining Donor Satisfaction Score

BioLife used feedback from a survey to identify key problem areas during their donation process, leading to an immediate improvement in their customer satisfaction of 9% and an 18% increase in satisfaction in key problem areas.

CharterOak State College

Competitive Positioning Evaluation

CharterOak State College used results from surveys and interviews to develop recommendations for new programs to pique the interest of online students, both today and in the future.

Penn State University

New Approach to Degree Programs

Penn State University identified program needs by understanding current industry trends, predicted workplace needs, and target market interest to develop new degree programs and spearhead new initiatives across many disciplines and departments.

University of Connecticut

Offering More than Basketball

UConn is known for its incredible basketball program, but they used our survey to implement a new campaign to focus on the areas with opportunities for growth outside of basketball.

Rutgers University

Bloustein School's Enhanced Rankings

Rutgers used feedback from our survey to develop a strategic marketing and communications plan, focusing on the key areas of positive responses while crafting their messaging.

Atlantic Cape Community College

Perception from Traditional and Non-Traditional Students

Atlantic Cape Community College emerged with new programs and new ways of delivering education, influencing its brand and marketing approaches and how stakeholders perceive the College.

University of Maryland - Baltimore County

Refining Marketing and Recruitment

UMBC, known for its STEM program, wanted to be regarded as a well-rounded university and used our research to find how it was perceived in the target market, leading to new initiatives and refined messaging with university-wide buy in.

Kean University

Building Prospective Student Interest

Kean used our research to develop new messaging and outreach strategies, helping them build prospect interest by determining which aspects of its reputation resonate best with each audience.

Bowie State University

A Strengthened Institutional Brand for a Historic College

Bowie State created a brand position that not only upheld the University's strategic plan but captured the fortitude and attitude that has guided BSU through 155 years of adversity and achievement.

Home Heating Oil

Learning Customer Pain Points in Real-Time

PeopleMetrics helped the largest home heating oil company in the US develop a VoC program, triggering automated email notifications for problems that needed corrective action, helping customer loyalty scores skyrocket, getting ahead of customer churn issues, and identifying target customers for cross-sell opportunities.

Regional Bank

A "Customer Intimate" Strategy

A regional bank used an annual deep-dive relationship survey to gain a deeper understanding of their customers, establishing a baseline measure of their NPS, a segmentation strategy, real-time notifications for interactions, and a more informed onboarding process for future acquisitions.

Regional Bank

Instituting a 24 Hour Standard

A regional bank instituted a 24 Hour Standard for responding to customers, leading to improvements in NPS, as well as a consistent training program for employees focused on resolving the most common customer problems and issues.

Midwestern Bank

Asessing Up-Sell and Cross-Sell Strategies

A Midwestern bank incorporated specific survey questions into their existing VoC program to improve their sales tactics during loan applications, refining its up-sell strategy while maintaining a positive customer experience.

Global Pharmaceutical Company

Fixing the Onboarding Process

A global pharmaceutical company used rolling patient feedback to validate its decision to invest in employee retention strategies, make adjustments to the patient portal and app, and adjust their onboarding process to increase patient satisfaction.

Global Pharmaceutical Company

Planning the Perfect Photo Shoot

A global pharmaceutical company used an online survey to influence the concept selection, planning, and details of a photo shoot, utilizing findings as input for product collateral content for upcoming initiatives and gain insight for decision making within tight timelines, justifying the investments they made in the photo shoot.

Advanced Processing Healthcare Company

Creating the Correct Communication Channels

An advanced processing healthcare company measured the interactions between patients and physicians through multiple channels, helping them determine which channels were preferred for certain types of information and improving the communication process in key problem areas.

US Wireless Carrier

How Are Customers Using Your New Service?

A leading US wireless carrier created a centralized CX hub and wanted to know what matters most while using it. Results from our survey to led to improved usability, raising the NPS by 13 points and lowering call volume by 10%.

Cloud-Based Communications Provider

Touchpoint Mapping in a VoC Program

A cloud-based communications provider used structured qualitative interviews to create a VoC program, highlighting the opportunity to decrease call volume by improving how customer support was delivered, as well as making their web portal more user friendly, driving business improvements and operational efficiency throughout the company.

Case Studies

Annuity Advisory Board

Raising Net Promoter Scores

Growing Awareness of a New Product Offering

Understanding the Broker Experience

Improving "Excellent Implementations"

Discovering the "Why" Behind Customer Attrition

A Rebrand to Differentiate Positively

Patient Satisfaction in a Patient Assistance Program

The SNAP Gap

Website Changes Decreased Satisfaction Scores - Why?

Employee Engagement and Culture

Effectively Introducing a New Product

How to Handle Customer Interactions

A B2B Customer Advisory Board

New Product Perception

The Best Way To Communicate with Customers

Understanding Your High Impact Customers

Reversing a Declining Donor Satisfaction Score

Competitive Positioning Evaluation

New Approach to Degree Programs

Offering More than Basketball

Bloustein School's Enhanced Rankings

Perception from Traditional and Non-Traditional Students

Refining Marketing and Recruitment

Building Prospective Student Interest

A Strengthened Institutional Brand for a Historic College

Learning Customer Pain Points in Real-Time

A "Customer Intimate" Strategy

Instituting a 24 Hour Standard

Asessing Up-Sell and Cross-Sell Strategies

Fixing the Onboarding Process

Planning the Perfect Photo Shoot

Creating the Correct Communication Channels

How Are Customers Using Your New Service?

Touchpoint Mapping in a VoC Program

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