Case Study: Lionbridge achieves an NPS boost and higher response rates with SurveyMonkey (integrated with Power BI)

How Lionbridge launched a successful NPS® program by integrating SurveyMonkey and Power BI

Lionbridge, a global translation and localization services company, needed a more systematic way to capture customer feedback and track strengths and weaknesses over time. Their prior internal feedback system was clunky and couldn’t drill into individual issues or easily compare quarter-to-quarter results, limiting the company’s ability to improve on-time deliverables and customer experience.

Lionbridge integrated SurveyMonkey with Microsoft Power BI to send and respond to surveys in-platform, then combine NPS and qualitative feedback with other data in visual dashboards. The rollout covered 40 accounts initially and delivered clearer, more actionable insights—driving an 86% NPS increase for one team, a 20% rise in survey responses, greater transparency across stakeholders, and plans to scale to hundreds more clients and automate links between service and revenue.

Lionbridge

Carol Fallon

Senior Director of Operations