Case Study: International SOS achieves higher NPS and operationalized CEM with NICE Systems' Satmetrix solution

Discipline and the Right Software Solution Are the Keys to International SOS’s CEM Success

International SOS is a global provider of health, wellbeing and security services serving thousands of client organizations (including 63% of the Fortune Global 500) with 12,000 employees across 90 countries. The company needed to operationalize customer feedback: their legacy CEM system lacked real-time, self-serve reporting, cross‑product coordination, and the ability to link satisfaction metrics to operational performance, limiting teams’ ability to prioritize improvements.

International SOS implemented NICE Satmetrix with governance support from OCX Cognition, standardized KPIs, trained staff on NPS, and launched agent engagement incentives. The enhanced CEM program delivered timely, actionable insights, aligned teams globally, improved agent engagement, enabled accurate reporting and benchmarking to clients, and lifted loyalty metrics—achieving a strong NPS with more than 70% promoters and ongoing year‑over‑year improvements.

International SOS

Annie Lau

Group Quality Improvement Manager