Case Study: a leading consumer packaged goods company modernizes CX measurement and boosts survey response rates with Concentrix Catalyst

Modernizing CX Measurement boosts survey completion 26% with Concentrix Catalyst

A major retail and ecommerce company faced challenges with low customer satisfaction survey response rates and a limited view of the customer journey due to relying solely on email. To modernize its CX measurement, it partnered with Concentrix Catalyst to reimagine its strategy.

Concentrix Catalyst implemented a modern CX measurement approach featuring fully-branded web surveys, omnichannel data collection, and smart survey logic. This solution led to a 26% increase in the survey completion rate and significant improvements, including an 8% boost in overall satisfaction and a 12% increase in resolution. By acting on the data-driven insights provided by Concentrix Catalyst, the client was able to effectively address key customer pain points.