Case Study: Essent achieves real-time NPS insights and automated customer feedback with CheckMarket

Essent - Customer Case Study

Essent, a top-5 European energy supplier in Belgium, needed a reliable way to measure and improve customer service through targeted satisfaction research centered on the Net Promoter Score. They selected CheckMarket and its online survey tool (including the Net Promoter Score question type, email sending, custom design and support) to run multilingual, targeted client satisfaction surveys.

CheckMarket set up Essent’s account so surveys and e-mail invitations originate from an Essent sub-domain, enabled the NPS question across all surveys, and integrated the CheckMarket API for automation. As a result, Essent captures feedback almost immediately after helpdesk contact, accesses results in real time, uses CheckMarket’s standard NPS reporting and word‑cloud analysis, and fully automates research and alerts—producing faster, actionable insights for improving customer service.

Essent

Jurgen Wouters

Customer Relationship Coordinator