Case Study: Stream achieves a stronger online reputation and higher NPS with SurveyMonkey CX

Leverage your happy customers to boost your online reputation

Stream is a direct-selling company offering services from energy to wireless that struggled with a thin online review presence and low survey completion rates. Their previous CX vendor produced long, costly questionnaires, so the marketing and voice-of-the-customer teams needed a faster, more flexible way to identify satisfied customers who could promote the brand.

They implemented SurveyMonkey CX, launching short surveys in under a week to quickly identify promoters and invite them to leave Google reviews. The change drove a 300% increase in response rate, about 50,000 responses collected, a 20-point rise in NPS, and lifted their Google review rating from 2.4 to 3.7—improving visibility across product lines and empowering associates to convert more prospects.

Stream

Dawn Wentworth

Vice President of Marketing