Case Study: Research Square boosts NPS and unlocks instant customer insights with Kapiche

Research Square boosts rolling NPS by 22 points with Kapiche

Research Square, a company serving 20,000 academics, struggled to deeply understand its growing customer base. They faced the challenge of manually coding customer feedback, a process that was time-consuming, prone to bias and error, and prevented them from generating quick, actionable insights. To overcome this, they turned to Kapiche's text analytics software.

By implementing Kapiche, Research Square automated its analysis of customer feedback from sources like NPS surveys. The solution eliminated manual coding bias and provided leadership with instant access to insights. This enabled them to identify and automate a frustrating submission process, contributing to a significant increase in their rolling NPS from a maximum of 43 to consistently over 65.

Research Square