Case Study: Thomson Reuters achieves data-driven transformation and 300% boost in survey response rates with InMoment's Journey Framework

Steering Transformation Using Data-driven Decision Making

Thomson Reuters, a global provider of information and software for legal, tax and accounting professionals, launched a top‑to‑bottom transformation to become more customer‑centric after divesting noncore businesses. Their existing voice‑of‑customer program relied on long, disconnected surveys (more than 60 questions, ~30 minutes to complete) that delivered low participation and limited actionable insight, so the company needed faster, more decision‑ready feedback to guide the change.

Partnering with MaritzCX (an InMoment company) and using the Journey Framework, Thomson Reuters redesigned its measurement strategy—mapping six key customer journeys and cutting the relationship survey to eight targeted questions—then launched real‑time journey and transactional surveys. The result: an 86% shorter relationship survey, a 92% reduction in completion time (to ~2 minutes 11 seconds), a 3x rise in participation and a 300% jump in response rates in nine months, plus deeper driver insights, automated comment routing and a closed‑loop process to drive operational improvements.

Thomson Reuters

Pamela Strozzi

Head of Customer Experience