Case Study: Citation achieves 110% increase in response rates with NICE Systems' Satmetrix

Professional Services Firm Increases Response Rates by 110% Among Other Dramatic Improvements

Citation is a UK professional services firm that provides HR, employment law and health & safety support to over 40,000 organisations. Seeking better operational efficiency, customer satisfaction and coaching opportunities, Citation struggled with fragmented, manual feedback processes—multiple platforms and duplicate sends, limited Salesforce integration, and a single employee managing survey operations that led to low visibility and inconsistent data.

Citation implemented NICE Satmetrix (NPX), automating surveys, integrating with Salesforce and training users to run one relationship and five transactional surveys within four months. The new program generated a 110% overall increase in response rates (162% transactional, 24% relationship), 144% more online reviews, automated triggers and real‑time dashboards for 141 users and 15 alert owners, reduced manual work, boosted employee engagement and linked NPS to financial performance.

Citation

Melanie Johnston

Head of Retention Marketing