Case Study: Marin Software achieves 5x higher survey response rates and actionable customer insights with Customer Thermometer

How Marin Software obtains actionable customer feedback

Marin Software, an advertising platform that helps organizations unify big data to improve marketing performance, needed a better way to capture actionable customer feedback and boost low survey response rates. To solve this, they partnered with Customer Thermometer and deployed its one-click survey tool to collect quick ratings and comments at case resolution.

Customer Thermometer was integrated into Marin’s workflow and Salesforce so resolved-case emails automatically send a one-click survey, with responses feeding into Customer Thermometer, Salesforce, and a downstream database and web app. The change increased response rates fivefold, provided measurable, actionable satisfaction data for support, onboarding and account teams, enabled leaderboards and customer risk scoring, and helped Marin improve reporting and customer satisfaction.

Marin Software

Andy Bauer

Support Services Manager