Case Study: Pulse Secure achieves 45-point NPS lift and closed-loop customer experience with NICE Systems (NICE Satmetrix)

Using the Voice of the Customer to Drown Out the Competition

Pulse Secure, formed from the sale of Juniper’s Junos Pulse product line, is a global enterprise software and network solutions provider that launched with 20,000+ customers but limited visibility into customer experience. Leadership needed a CEM solution that would integrate with Salesforce, provide simple role‑based reporting, close the loop on feedback, and drive faster support resolution and differentiation in a competitive market.

Pulse Secure implemented NICE Satmetrix’s NPX connector to embed transactional NPS/CSAT surveys into Salesforce, use text analytics and a cool‑off feature, and publish real‑time, role‑based dashboards with automated closed‑loop routing for negative feedback. In just over a year they improved NPS by 45 points (from −5 to 40), boosted response rates, fully closed the feedback loop, reduced support resolution times and costs, and used insights to fix systemic CX gaps and launch new services like Remote Installation Service.

Pulse Secure

Piyush Patel

Director WW Customer Success