Case Study: Kleen-Tech achieves increased customer responses and faster NPS insights with QuestionPro CX

How using the NPS question on inline email surveys increased click and response rate by customers, gaining instant feedback and driving action

Kleen-Tech, a Denver-based commercial and government cleaning services provider, needed a faster, more respondent-friendly way to gather customer feedback across 24 field teams. Their manual survey process was slow, required customers to visit an external site, and produced low response rates—making it hard to track detractors, personalize reporting, and act quickly on insights.

By embedding QuestionPro CX’s NPS question directly into emails, Kleen-Tech automated distribution, increased click and response rates, and captured weekly NPS and qualitative comments. The inline surveys delivered instant feedback for detractor recovery, monthly insights for faster decision-making, and actionable qualitative data used to improve service and fuel an employee recognition program.

Kleen-Tech

Tracy White

Director of Proposals and Communications