Case Study: Grant McGregor achieves real-time NPS-driven customer loyalty and service improvement with Customer Thermometer

Scotland’s No.1 MSP drives success using Customer Thermometer’s real time NPS feedback

Grant McGregor, a Scotland-based managed service provider, needed a better way to measure customer experience and loyalty beyond basic CSAT tools. After trying other solutions that lacked full NPS functionality, they turned to Customer Thermometer to capture structured, regular feedback and gain real-time insight into how customers feel about their services.

Using Customer Thermometer for both CSAT and its “NPS enabled (full 0–10 scale)” option, Grant McGregor now runs NPS surveys aligned with biannual IT Business Reviews, feeds responses in real time into their PSA Continuous Service Improvement board, and automates workflows (via Power Automate) to create reports and action items. The Customer Thermometer solution improved visibility into customer sentiment, accelerated remediation and service improvements, helped increase response rates and customer loyalty, and delivered actionable, measurable insights backed by fast support from the Customer Thermometer team.

Grant McGregor

Katerina Konstantinou

Operations Manager