Case Study: Siemens Corporation boosts NPS with Forsta

How our software helped Siemens Corporation bring a global approach to hearing their customers’ voices

Siemens Corporation, the US subsidiary of Siemens AG, wanted a local Voice of the Customer solution to measure and improve Net Promoter Score rather than depending on reporting from global headquarters. The company also needed a single portal to bring customer feedback together from multiple sources, using Forsta’s survey design, data and feedback analysis, action management, and text analytics tools.

With Forsta, Siemens was able to quickly capture, analyze, and act on customer feedback while spotting trends across current and past responses. The program helped Siemens grow its VoC program to 25 touchpoint surveys and 35,000 annual survey invitations in the US, with response rates of 15-30%, and increased NPS by 20 points, with Building Technologies moving from the low 30s to above 50.

Siemens Corporation

Jay Martin

Strategic Business Planner