Case Study: Greyhound achieves a 15-point NPS lift and rapid insights with SurveyMonkey Enterprise

How a leading transportation company ties feedback to profitability

Greyhound, the century-old intercity bus operator serving about 16 million passengers a year, faced falling NPS and low engagement after its 57-question post‑trip survey—an hour-long form with under 18% completion—that left station managers with too much complex, unusable data. Manager of Commercial Analytics Matt Schoolfield needed a simpler, faster way to collect timely feedback that could drive action at the station level.

Greyhound deployed SurveyMonkey Enterprise integrated with Salesforce and Thematic, replacing the long survey with a five-question, automated workflow. Response rates rose to 94%, NPS improved by about 15 points, manager time to read customer comments dropped from 3 hours to 3 minutes, nearly 90% of station managers use daily dashboards, and insights were tied directly to service changes that increased revenue.

Greyhound

Matt Schoolfield

Manager of Commercial Analytics