Case Study: Softchoice achieves higher NPS, lower churn, and $8.4M impact with Qualtrics

CX feedback unlocks key insights—and a huge performance gain

Softchoice, working with Qualtrics CustomerXM/CX feedback capabilities, faced intense market competition and needed to differentiate through the customer experience. The company identified responsiveness as the strongest driver of overall NPS, making it a key challenge to improve customer satisfaction and stand out from competitors.

With Qualtrics, Softchoice analyzed high-performing sales reps, documented eight responsiveness best practices, and rolled out targeted training, technology support, and executive-level KPI tracking. Over two years, Qualtrics helped Softchoice improve responsiveness satisfaction by 7 points and NPS by 8 points, reduce churn by 4%, increase win rates by 10%, and generate a total business impact of $8.4M.

Softchoice

Katie Duvnjak

Director of Customer Experience