Case Study: Short's Travel Management (STM) achieves a 25% NPS increase and saves 20 hours per month with SurveyMonkey CX

Top travel management company relies on customer feedback to deliver innovative, traveler-centric solutions

STM is a top-25 travel management company that serves corporate, collegiate and athletic clients, including NCAA teams, and relies on traveler and travel-manager feedback to improve its self-service booking tools and agent support. Their manual survey process—complicated by a CRM that didn’t store individual traveler emails—required 20+ hours a month to pull, de-duplicate and upload lists, limiting feedback to a handful of clients and slowing product and service improvements.

STM launched an NPS program with SurveyMonkey CX that automates post-booking and annual relational surveys, provides on-demand leaderboards and delivers weekly/monthly reports. The new workflow collected 200 responses in two months, saved about 20 hours per month, and helped lift NPS from the mid-50s to +71 (a 25% increase), giving the team scalable, actionable traveler insights to drive product changes and training.

Short's Travel Management (STM)

Taylor Hake

Account Specialist