Case Study: Cynet boosts NPS responses with Delighted

Cynet - Customer Case Study

Cynet, a cybersecurity technology firm, faced the challenge of collecting meaningful customer feedback to measure its Net Promoter Score (NPS). Their previous method of sending email surveys resulted in very low response rates, which prevented them from getting an accurate and actionable KPI. The company needed a solution from a vendor like Delighted that would yield maximum results without requiring significant developer resources to implement.

Cynet implemented Delighted's web survey solution, which embedded a simple, one-click NPS question directly into their customers' workflow on the website. This solution from Delighted was easy to configure and integrated with their existing Salesforce system. The results were immediate and substantial; within just 10 days of implementation, Cynet received six times the number of survey responses it had gathered in the previous six months. This dramatic increase in feedback allowed the entire company to actively participate in improving their product and use NPS as a key metric to track progress toward business goals like increasing net dollar retention.

Cynet

Ido Breger

Vice President of Product