Case Study: Bizagi boosts customer success with SurveySensum's first-ever NPS program

How Bizagi Transformed Customer Success with Their First-Ever NPS Program

Bizagi, a global enterprise automation software provider, faced the challenge of transitioning to a consumption-based business model without a formal, repeatable process to gather and analyze customer feedback. They lacked objective data to understand customer sentiment and needed to build a more customer-centric culture. To address this, they partnered with vendor SurveySensum to implement their first-ever NPS program.

SurveySensum provided a comprehensive NPS solution, running an annual survey and performing key driver analysis to identify factors influencing advocacy and churn. The solution delivered customized reporting and actionable insights, which helped Bizagi shape a customer-centric culture and gain executive buy-in. The data-driven findings directly influenced new product roadmaps and strategic planning, establishing a sustainable feedback loop for continuous improvement.

Bizagi

Alexander George

Vice President of Global Customer Success