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Miscellaneous Case Studies

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.

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.

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.

PeopleMetrics helps activate insights to improve the customer experience and answer important questions using strategic market research. Our approach is full-service, from study/program design, to fielding and analysis & reporting. We partner with clients by committing senior level customer experience and research professionals in every relationship.

Miscellaneous Case Studies

A Rebrand to Differentiate Positively

How Are Customers Using Your New Service?

Touchpoint Mapping in a VoC Program

Learning Customer Pain Points in Real-Time

Solutions

Customers

Resources

Company