Case Study: Vistaprint increases NPS response rate from 6% to 14% in 36 hours with QuestionPro

How Vistaprint Increased NPS Response Rate from 6% to 14% in 36 Hours

Vistaprint, a global e-commerce leader that empowers millions of small business owners across 120+ countries, faced fragmented feedback collection and low survey engagement. The company needed to capture customer sentiment across online and 50+ offline touchpoints and increase response rates to get valid, actionable insights.

Partnering with QuestionPro, Vistaprint deployed personalized NPS surveys via SMS and used an Offline App to aggregate responses from offline locations and mobile devices. Within 36 hours the response rate rose from 6% to 14%, yielding 1,365+ responses, real-time sentiment tracking, and scalable, closed-loop feedback processes for ongoing customer experience improvements.

VistaPrint