Case Study: Engro Polymer and Chemicals Ltd. achieves 17% top-line growth with CustomerGauge

How Engro's CX Program Helped Grow Their Top-Line by 17%

Engro Polymer and Chemicals Ltd., Pakistan’s sole PVC resin manufacturer, wanted to formalize its customer experience approach and better capture customer feedback across its B2B accounts. To do that, the company turned to CustomerGauge and its Account Experience (AX) software and methodology to build a more structured CX program that would help it understand customers and strengthen relationships.

With CustomerGauge, Engro implemented a feedback and closed-loop process that engaged teams across the business and helped customers feel heard. The results included a 99% account response rate, near 100% contact response rate, a 16% increase in NPS from 64 to 84, an 8% increase in closed-loop rate, and a 17% increase in top-line growth directly linked to its NPS program.

Engro Polymer and Chemicals Ltd.

Muhammad Idrees

Chief Commercial Officer