Case Study: Bluegrass Cellular achieves 50% survey response rate and 87.5 NPS with NICE Systems' Voice of the Customer

Bluegrass Cellular - Customer Case Study

Bluegrass Cellular, based in Elizabethtown, KY, serves over one million customers across 34 counties and operates a 65-agent call center handling roughly 460,000 calls a year. Already using a Voice of the Customer approach, the company wanted deeper, consistent feedback via interactive SMS surveys (not just links) that could be applied across multiple sales channels and support teams and yield analyzable, comparable data.

Bluegrass implemented the NICE Voice of the Customer platform with a four-question interactive SMS survey and analytics to track LTR and verbatim comments. Response rates more than doubled to about 50% and annual NPS reached 87.5; insights prompted the launch of a “Bluegrass Unlimited” plan, improved agent marketing guidance, and creation of a service recovery team — actions that boosted customer satisfaction and help reduce churn.

Bluegrass Cellular

Erin Hester

Manager of Omnichannel Operations