Case Study: Vena Solutions achieves automated 360° customer insights and major NPS & CSAT gains with GetFeedback

GetFeedback’s Salesforce Integration gave Vena Solutions the Bigger Picture

Vena Solutions, a fast-growing provider that turns Excel into an enterprise financial planning platform, discovered a blind spot in its customer experience program: NPS and CSAT feedback skewed overwhelmingly positive because surveys were inconsistently distributed, leaving dissatisfied customers unheard and preventing meaningful action.

By integrating GetFeedback with Salesforce, Vena automated surveys across the customer journey and added reminder emails (lifting response rates 120%), then used the fuller feedback to standardize onboarding and switch to team-based NPS incentives. The changes saved 20–30 hours monthly, drove NPS from +34 to +81, produced a Q2 CSAT of 93% (year forecast 91%), and enabled expansion of surveys into Sales, Marketing, and Product.

Vena Solutions

Shivam Shah

Customer Experience Operations Manager