Case Study: Benco Dental boosts NPS 7.4% and improves customer journey with NICE Systems' Satmetrix

Dental Supply Distributor Utilizes Satmetrix to Gain Insights Into Their Customer Journey

Benco Dental, the largest privately owned full-service dental distributor in the U.S., needed a more granular way to measure and improve the customer journey beyond feedback coming through their contact center and territory reps. As the company expanded nationwide, leadership wanted to identify what was working, what was average, and what wasn’t so they could make measurable, closed-loop improvements to customer satisfaction.

Benco implemented NICE Satmetrix relationship and transactional surveys with keyword analytics, rolling the program out strategically with close sales-team involvement and improved data hygiene. As a result NPS rose from 67 to 71 (+7.4%), more customers now rate their experience a 10, and the company can track spend differences by promoter/detractor status to measure revenue impact and drive ongoing CX improvements.

Benco Dental

Joanne Stitzer

Director, Customer & Associate Engagement