Case Study: Pan Pac Forest Products achieves 64% response rate and real-time CSAT insights with Customer Thermometer

Pan Pac Forest Products - Customer Case Study

Pan Pac Forest Products, New Zealand’s leading specialist in sustainable forest products, needed a low‑touch way to measure internal IT service satisfaction across about 500 users and roughly 900 tickets a month after a large technology refresh. IT Manager Jason Simons chose Customer Thermometer’s embedded survey capability to collect immediate feedback directly in support ticket closure emails and integrate with their ConnectWise ticketing system.

Customer Thermometer implemented an in‑email rating question ("How would you rate our service on this ticket?") tied to ConnectWise, delivering real‑time feedback with a 64% response rate and coverage of the majority of Pan Pac’s internal customers. Those insights have established a baseline for CSAT, driven service improvements, and sparked interest in extending the tool across the business.

Pan Pac Forest Products

Jason Simons

IT Manager