Case Study: BOBST achieves 26.8% net revenue growth and a 25-point NPS lift with NICE Systems' Satmetrix

Improving Industrial Operations, Management and Mindset with Voice of the Customer

Bobst, a global leader in packaging and label equipment with 14 production facilities and over 5,300 employees, faced a strategic gap: despite strong engineering and product innovation, the company lacked a systematic Voice of the Customer (VoC) approach. New products struggled to find market fit and operations decisions made without customer input sometimes backfired, so leadership set out to embed customer experience (CX) data and customer-centric KPIs across the business.

Bobst implemented NICE Satmetrix to capture omnichannel transactional and relationship feedback, establish closed‑loop follow-up (issues addressed within 72 hours), and generate actionable reporting for all levels of the organization. The CX program scaled to cover 95% of the business, drove 18 process improvements across 15 locations, reduced response times, and lifted overall group NPS from 10 to 35; it also contributed to a 5.7% sales increase, 17% more orders, a backlog growth of over 20% and a 26.8% increase in net revenue.

BOBST

Serge Morisod

Head of IoT Lab