Case Study: Ritter Communications achieves a 52-point NPS increase and 30% higher customer satisfaction with NICE Systems' Feedback Management

Ritter Communications Uses NICE Feedback Management to Align Company Approach toward Customer Experience

Ritter Communications is a regional telecom provider in Arkansas and Tennessee that, after acquiring two companies, faced fragmented tools, cultures and objectives that left customers with repeated service and billing problems. Siloed departments and inconsistent processes made it hard to trace root causes of customer frustration, so Ritter needed a way to systematically capture the voice of the customer and align the organization around CX goals.

Ritter piloted NICE Feedback Management with customer care, used the insights to create a VP of Customer Experience and a cross‑department task force, and mapped end‑to‑end journeys and touchpoint surveys. The program drove training and process changes that boosted NPS by 52 points over six years, increased customer satisfaction by 30% and enterprise network performance by 25%, and enabled closure of four of seven support sites for significant cost savings and better business alignment.

Ritter Communications

Jeff Kulas

Vice President of Customer Experience