Case Study: Campaign Monitor achieves scalable NPS surveying across 200,000 customers with GetFeedback

How Campaign Monitor Does the NPS Survey at Scale

Campaign Monitor, an email-marketing company with 200,000 customers, faced the challenge of measuring customer loyalty and turning large volumes of feedback into real product and service improvements. They needed a scalable process to collect, analyze, and follow up on responses so that insights wouldn’t be lost or reduced to mere vanity metrics.

They launched a rolling NPS program using GetFeedback and a PREACH feedback cycle (Prepare, Reach, Engage, Analyze, Change): a short two-question survey, targeted sampling, automated acknowledgements, dashboards and Salesforce sync, and regular feedback reviews. The result was a manageable, mostly automated system that handles 500+ responses a month with minimal daily effort, speeds follow-up, drives prioritized product changes, and measurably improves customer sentiment and loyalty.

Campaign Monitor

Ros Hodgekiss

Customer Success Programs Manager