Case Study: Henry Schein achieves a 43-point NPS increase in 6 months with Pendo

Putting NPS to work with Henry Schein

Henry Schein, a healthcare products company serving over one million users across multiple health industries, wanted to better understand and improve its product experience by capturing and acting on customer feedback. The product team needed a scalable way to collect in-app insights and ensure timely follow-up—especially with detractors—to drive measurable improvements in loyalty.

By using Pendo’s in-app NPS surveys and routing responses into Slack, Henry Schein gave the whole organization visibility into customer sentiment and enabled owners of specific product areas to respond and act on feedback quickly. That workflow and accountability led to a 43-point increase in NPS in six months and a companywide focus on customer loyalty and continuous improvement.

Henry Schein

Dan Larsen

Sr. Product Manager