Case Study: The Neat Company boosts customer satisfaction and service quality with Nicereply

How Nicereply helped Neat improve their customer satisfaction and quality of service overall, by allowing them to get customer feedback in real time

Neat Company, a Philadelphia-based B2B provider of expense and spend management software serving over 100,000 small businesses, needed a better way to track customer feedback while undergoing major business changes. With a mid-size team (51–200 employees) focused on automating bookkeeping and document management, they found existing processes didn’t capture real-time satisfaction data and chose Nicereply for its ease of use and CRM integration.

By integrating Nicereply into Salesforce, Neat sends CSAT surveys after every customer interaction, monitors responses in real time, and stores feedback alongside customer records. The result: clearer, centralized insights that improved service quality and customer satisfaction, enabled agent incentives tied to positive scores, and helped Neat prioritize issues and boost support team motivation.

Neat