Case Study: HP Indigo achieves NPS uplift (11→52) and scales real-time customer feedback with Delighted

HP Indigo - Customer Case Study

HP Indigo, the full‑stack digital printing division of HP, needed a faster, more scalable way to measure and improve customer loyalty across ~4,000 global partners. Their previous annual, 100‑question surveys were costly, slow, and didn’t move the needle; service teams were frequently flown onsite for issues and cost‑to‑serve was high. To change this, HP Indigo turned to Delighted and its Net Promoter Score (NPS) surveys to capture broader, more frequent feedback from operators, production managers and suppliers as well as decision‑makers.

Using Delighted’s NPS surveys (embedded in customer messaging and fed into HP Indigo’s own experience app via the Delighted API), HP Indigo ramped feedback from ~3,000 responses per year to over 100,000 in 2018, raised monthly NPS from 11 to 52 (with weekly averages as high as 80), and created real‑time closed‑loop processes, leaderboards and weekly reports. Delighted’s solution helped drive accountability, improve service performance, lower cost‑to‑serve, and turn the service business into one of HP Indigo’s strongest growth levers.

HP Indigo

Udi Vaks

Head of Growth