Case Study: Televerde achieves actionable customer feedback and higher NPS with SurveyMonkey Enterprise

How a company on a mission put a human face on customer service

Televerde, a global B2B demand-generation company that employs about 350 teleservice agents who are women in corrections, set out to put a human face on customer service by becoming more customer‑centric. Leadership wanted to track Net Promoter Score (NPS) and make survey feedback actionable across the company, but their existing survey tool lacked reliable Salesforce integration and declining support left customer feedback underused.

Televerde upgraded to SurveyMonkey Enterprise and integrated surveys into Salesforce, automating lifecycle‑triggered surveys, routing low NPS scores to client success leads, and making feedback visible companywide. The change enabled quick escalation and ownership by department, delivered faster insights (a TEDx follow‑up saw a 60% response rate and a 96 NPS), and helped improve customer retention and satisfaction by turning feedback into measurable action.

Televerde

Michelle Cirocco

Head Of Global Marketing