Case Study: WinMagic achieves a 9 NPS, 93% CX and higher renewals with SurveyMonkey Enterprise

How WinMagic used feedback in Salesforce to connect with customers

WinMagic, an Ontario-based data security company, was getting weak NPS and customer experience scores but couldn’t trace negative feedback to specific products or support interactions. Their 35-question survey produced responses but not actionable links to agents or issues, so leadership needed a way to connect feedback to actual customer experiences.

By moving to SurveyMonkey Enterprise with a Salesforce integration and cutting the survey to six focused questions, WinMagic tied responses to individual agent interactions and customer records, enabling targeted follow-ups and product trend analysis. The change lifted average NPS to 9, raised CX response rates from 64% to 93%, improved renewals, and helped the company shift to data-driven decision making.

WinMagic

Kevin David

Director of Global Technical Support