Case Study: ADP accelerates product development and boosts customer feedback with Influitive

Best advocate impact on product development

ADP, a 70-year leader in business outsourcing, launched the ADP Ambassador Rewards community in 2015 to boost referrals and references. In 2018 the customer advocacy team set out to expand the program’s role by partnering with internal groups—especially Product Management—to systematically capture customer feedback and influence product strategy.

ADP engaged the Ambassador community with targeted surveys, volunteer feedback sessions, incentive points, engagement badges, and follow-up updates, enabling Product teams to access balanced, timely input. Results included 215 survey completions, 251 interactive interviews, 258 other feedback contributions, a recruitment time cut from weeks to hours, 14% higher NPS among engaged advocates, 359+ hours of admin time saved, and over $8,000 saved by eliminating monetary incentives.

ADP

Sarah Schreiner

Senior Strategy Analyst, Client Experience