Case Study: Vivint achieves an 18% NPS increase and saves time and costs with Qualtrics

Vivint - Customer Case Study

Vivint, a leading smart-home technology provider serving nearly 900,000 customers across the U.S. and Canada, faced fragmented customer research: multiple departments ran overlapping surveys, an external vendor controlled survey creation and took six weeks to launch each one, support was slow, reporting was limited, and the vendor charged per invite—driving up costs and diluting the brand.

By adopting Qualtrics, Vivint centralized survey permissions, built and distributed its own NPS and ad-hoc surveys (including SMS tests), and used real-time dashboards and Salesforce integration to automate follow-up. The change saved about 100 hours per month in survey work, cut six hours per week in support time, reduced costs by roughly $1.26 per survey, improved brand consistency, and lifted average NPS across touch points by 18%.

Vivint

Emma Nordquist

Customer Marketing Analyst