Case Study: Zen Internet achieves +74 NPS and validated world-class CX with GetFeedback for Salesforce

Zen Internet prioritizes the Customer Experience with GetFeedback for Salesforce

Zen Internet, a UK ISP that grew from two employees in 1995 to nearly 500 staff serving 100,000 customers, prides itself on “happy staff, happy customers, happy suppliers.” However, the company lacked a scalable feedback program—relying on a limited personal survey account that produced incomplete data—so it couldn’t reliably validate its customer-experience claims.

Zen integrated GetFeedback with Salesforce to run NPS and CSAT surveys, build dashboards, and close the loop on poor experiences. The solution produced measurable insights (NPS +74; 87% of CSAT responses were 5-star with a 22% response rate), enabled targeted recovery by agents, supported marketing claims of being the #1 ISP, and drove a culture shift toward data-driven CX improvements while adding leaver surveys to reduce churn.

Zen Internet

Simon Whight

Platform Technical Architect