Case Study: Ritter Communications achieves consistent NPS improvement and boosted customer and employee satisfaction with NICE Satmetrix (NICE Systems)

Hearing the Voice of the Customer, the Employee, and the Market

Ritter Communications, a leading privately held telecommunications provider in the Mid‑South serving more than 45,000 customers across 94 communities, had relied on an ad‑hoc approach to customer service and lacked a cohesive customer experience strategy. The company needed accurate voice‑of‑customer insights, reliable measures of satisfaction and loyalty, and improved employee engagement to drive consistent service improvements.

Ritter implemented NICE Satmetrix’s SaaS NPS platform, mapped customer journeys, expanded surveys to commercial customers, and launched an internal PULSE program plus a cross‑functional task force and NPS‑tied incentives. The initiative delivered consistent year‑over‑year NPS gains, moved customer satisfaction from negative to positive, placed Ritter among the top telecom NPS rankings, enabled better product/service customization, and improved employee engagement.

Ritter Communications

Venice VanWinkle

Director of Quality Assurance and Compliance