Case Study: Bob Barker Company achieves expanded customer satisfaction measurement and improved service with Nicereply

How measuring CSAT expanded their ticketing system’s survey capabilities and enabled them to report out on a regular basis to their team

Bob Barker Company, founded in 1972 and headquartered in Fuquay-Varina, NC, is the nation’s largest detention supplier with about 200 employees. Its IT team supports the business using Zendesk but found Zendesk’s native customer-satisfaction tools too limited to measure service quality effectively—an issue made more important because customer satisfaction is part of the IT team’s pay-for-performance bonus.

They implemented Nicereply’s 10-point scale to capture more granular feedback and automatically flag any score of 8 or less for follow-up, with the option to add NPS and Customer Effort metrics later. This gave the IT leadership actionable insights for learning from detractors, improved expressiveness for internal customers, and helped drive continuous service improvement—supported by the team’s values, accountability, and incentive structure.

Bob Barker Company