Case Study: High Point Networks achieves 5x feedback response and NPS in the 90s with Customer Thermometer

High Point Networks - Customer Case Study

High Point Networks, a 120+‑person VAR based in West Fargo, North Dakota, needed a reliable way to measure customer sentiment in a region where politeness can mask true feedback and the ConnectWise built‑in survey returned very low response rates. To solve that gap they turned to Customer Thermometer, deploying its feedback tool integrated with ConnectWise to capture real customer reactions every time a ticket closes.

Customer Thermometer sends one‑click Excellent/Good/Fair/Poor emails with comment fields and escalations tied to engineers, service managers and account owners, and feeds data into BrightGauge for weekly reporting. The Customer Thermometer implementation boosted response rates by roughly 5x, yields about 95% good or excellent responses and has helped High Point achieve an NPS consistently in the 90s, giving managers trusted, actionable service metrics.

High Point Networks

Brandon Conkins

High Point Networks