Case Study: First American SMS achieves 50% faster, more accurate feedback survey distribution with QuestionPro

QuestionPro Financial Customer Feedback Solutions for First American Financial Corporation

First American SMS, part of First American Financial Corporation, collects daily customer feedback by sending surveys when support cases are closed. Their manual process—gathering case details and uploading them into QuestionPro—was time-consuming and prone to errors, creating a need for an efficient automated solution.

QuestionPro built a custom automation: administrators simply email a CSV of closed-case details to a designated address, and QuestionPro’s engine parses the file, uploads the data, and distributes surveys automatically. The solution cut distribution time by 50% and significantly reduced manual errors.

First American SMS

Patrick Schultz

Vice President, First American SMS