Case Study: Bureau Veritas achieves 800% surge in survey responses and scalable customer experience with SurveyMonkey CX

How Bureau Veritas humanizes the customer feedback process

Bureau Veritas, a global testing, inspection, and certification firm, needed to humanize customer feedback and boost a stagnant response rate (previously 1–3%). Corporate Director of Customer Experience Lawrence Levinson sought a scalable, actionable “office of truth” to capture real-time transactional sentiment and make feedback useful for improving customer experience.

They adopted SurveyMonkey CX’s turn-key NPS solution, whose interactive, user-friendly design and real-time dashboards simplified data collection and reporting. The result: an 800% increase in responses (now averaging 20–30% per survey), use across multiple departments with plans to expand, and a 600% scale in business applications over two years.

Bureau Veritas

Lawrence Levinson

Corporate Director of Customer Experience