Case Study: HireRight achieves major CSAT improvements and a 21% NPS lift with NICE Systems' CXone Feedback Management

HireRight Realizes a “Huge Win” With NICE CXone Feedback Management

HireRight, a global background-screening provider serving more than 40,000 customers and screening millions of applicants annually, faced highly manual Voice of the Customer processes—surveys sent by email and tracked in spreadsheets—leaving leaders without actionable insight into contact volume, root causes of complaints, or ways to improve agent performance and customer satisfaction. The company sought a unified CX platform to reduce manual work, improve CSAT, and provide business intelligence to drive service improvements.

HireRight implemented NICE CXone Feedback Management, integrated with Salesforce and Tableau, and used the solution in a Customer Quality Program to uncover root causes, surface client-specific processes for agents, and automate detractor follow-up. Early wins included raising one client’s CSAT from under 10 to nearly 80; in year one HireRight saw a 21% NPS increase among top-tier clients, and among Customer Quality Program clients over nine months: 55% improved overall satisfaction, 45% better agent professionalism, 32% improved issue resolution, and a 36% NPS increase—leading CSAT to become a top organizational focus and prompting plans to expand the solution globally.

HireRight

Janie Dellinger

Global Qualiy Supervisor