Case Study: TruGreen boosts retention and customer satisfaction with Qualtrics

TruGreen boosts customer satisfaction 51% with Qualtrics

TruGreen, North America's largest lawn care company, believed for years that its primary challenge was customer churn driven by price. Partnering with Qualtrics, they utilized its AI-powered conversation analytics to discover that the real problem was not pricing but poor service quality and experience, which was driving 71% of cancellations.

Qualtrics implemented a comprehensive solution for TruGreen that included deploying micro-surveys to gather feedback at scale and using AI Experience Agents to autonomously handle and de-escalate customer concerns. This approach led to a 30% reduction in customer escalations, a 33% increase in human agent capacity for proactive engagement, and a 51% improvement in customer satisfaction for AI-handled interactions, putting the company on track to retain an additional 10,000 customers and generate millions in EBITDA.

TruGreen