Case Study: ServiceNow achieves faster customer feedback action and higher NPS with Qualtrics

We’re able to ensure that feedback gets to the right team, every time

ServiceNow wanted to improve how customer and partner feedback was handled across the business, but insights were not always reaching the right teams quickly enough. Using the Qualtrics XM Platform, ServiceNow needed a way to turn feedback into coordinated action and support better customer and partner experiences at scale.

With Qualtrics, ServiceNow automatically routed feedback to the right teams through 17 survey programs and 31 action workflows, generating more than 10K follow-up actions from over 1,700 owners. The impact included a 12-point higher year-over-year NPS for customers who received follow-up, and in one case, a customer’s account value increased by more than 25% after a rapid response to negative feedback.

ServiceNow

Emma Sopadjieva

Head of CX Analytics