Case Study: Cricket Communications achieves faster real-time customer insights and a 15-point NPS increase with Qualtrics

Cricket Communications - Customer Case Study

Cricket Communications, a U.S. mobile carrier serving over 5 million largely young and ethnically diverse customers, needed faster, more representative customer feedback. The company struggled to collect mobile responses via text instead of email, analyze data quickly, cost-effectively reach Hispanic consumers, and maintain consistent brand representation.

By deploying Qualtrics Research Suite and Qualtrics Panels, Cricket launched engaging mobile and Spanish-language surveys, tested ad campaigns, and tracked Net Promoter Scores to guide product and marketing decisions. The initiative boosted SMS survey response rates by 10%, cut analysis time from two days to one hour, increased smartphone NPS by 15 points, and improved communication with Spanish-speaking customers.

Cricket Communications

Laura Jett

Cricket Communications