Case Study: MINDBODY achieves better customer experience across 40 million bookings with AskNicely

How MINDBODY Collects Customer Feedback to Improve 40 Million Experiences

MINDBODY, a SaaS wellness marketplace connecting small businesses with customers, found that its early Net Promoter Score (NPS) program produced a number but not action: surveys were limited to Intercom users and missed less-active segments, so feedback wasn’t being closed-looped into product and service improvements. To scale and automate feedback collection across its B2B and B2C audiences, MINDBODY turned to AskNicely, using AskNicely’s NPS automation and integrations (including Slack and CRM) to reach every customer touchpoint.

AskNicely helped MINDBODY implement daily, segmented NPS surveys from its own database (about 30,000 clients surveyed per month), route comments to the right teams via Slack, and share insights with product, services, and marketing for rapid action. The program produced measurable impact: promoters book and purchase 1.5x more than detractors, MINDBODY delivered product fixes (calendar and search) informed by feedback, and support costs remained flat despite user growth—demonstrating AskNicely’s role in lifting NPS, reducing support requests, and driving tangible business outcomes.

MINDBODY

Annie Woo

SVP of Consumer Services