Case Study: Cision doubles NPS survey response rates with Pendo

Cision doubled NPS survey response rates moving from email to in-app delivery

Cision, an analytics-driven PR measurement platform, needed a better way to track customer satisfaction and understand which in-product behaviors were linked to higher NPS scores. Using Pendo, the customer success team began measuring Net Promoter Score and user activity in the app, after previously running surveys by email.

With Pendo, Cision moved its NPS survey to in-app delivery for key user segments, and response rates doubled from about 10% by email to 20% in-app. The team also gained real-time visibility into results, identified that faster onboarding and deeper feature usage correlated with higher satisfaction, and used Pendo data in customer health scoring and Salesforce-integrated account reporting.

Cision

Becky Banasik

Vice President of Customer Success