Case Study: Juniper Networks achieves 10x more survey responses and 62% faster issue resolution with InMoment

Juniper Networks Streamlines Digital Journeys and Boosts Satisfaction

Juniper Networks, a global leader in networking, needed better visibility into its digital customer journeys—prospects researching products, downloading trials, and customers seeking support—yet its web feedback was fragmented across teams, buried in a long, non-mobile survey, and offered little actionable insight or consistent governance.

Working with InMoment, Juniper centralized feedback collection, cut its survey from 45 to 13 questions, launched mobile-optimized surveys, and implemented case management with keyword routing. The changes drove a 10x increase in responses, a 70% shorter survey with richer comments, 378 cases in the first three months, a 62% faster resolution time (1.9 days on average), and expanded survey coverage to nearly all site visitors—enabling faster fixes and higher customer satisfaction.

Juniper Networks

Michelle Cullinan

Digital Marketing Strategist