Case Study: Supermetrics improves global customer feedback with Simplesat

Supermetrics improves customer feedback across 100+ countries with Simplesat

Supermetrics, a marketing data integration platform with over 17,000 global customers, faced challenges in collecting quality feedback from its diverse user base across 100+ countries. Their previous solution, Freshdesk's native feedback features, was too limited, resulting in low response rates and difficulty parsing customer sentiment and cultural differences. They turned to the vendor Simplesat for a more scalable solution.

By implementing Simplesat, Supermetrics gained access to flexible surveys, detailed customer segmentation, and conditional follow-up questions. This allowed them to automate different feedback workflows based on how support tickets were closed and use intuitive, multiple-choice questions that were easier for an international audience to answer. The solution from Simplesat provided clearer and more actionable feedback, enabling Supermetrics to build stronger customer relationships and gain a multifaceted understanding of their customer base through CSAT, NPS, and CES surveys.

Supermetrics