In the utility management industry, customer experience and trust are critical to long-term success. Traditional third-party survey tools often limit branding, create security concerns, and drive low engagement. To address these challenges, the company turned to Decisions to automate and personalize its Net Promoter Score (NPS) survey process.
Challenge
Before Decisions, the company relied on SurveyMonkey for NPS surveys, but struggled with:
- Low response rates due to third-party branding.
- Security concerns with customer data leaving the enterprise environment.
- Limited ability for business users to customize survey logic without IT intervention.
- Inefficient manual follow-up actions based on survey results.
Solution
Using Decisions low-code platform, a non-technical project manager created a fully branded NPS survey workflow. Starting from an example in the Decisions App Store, the company tailored surveys to reflect its own branding and dynamically adjusted questions based on respondent scores:
- Scores 06 triggered a detractor flow with tailored follow-up actions.
- Scores 78 launched a passive follow-up path.
- Scores 910 prompted promoter engagement.
Automated responses and reporting ensured faster feedback cycles, while built-in workflows reduced IT dependency and reliance on external vendors.