Case Study: Fortive achieves a 20% CSAT increase with Survicate

How Customer Feedback Helped to Improve CSAT by 20%

Fortive, a diversified industrial technology company, wanted to simplify and improve the digital experience across its portfolio company websites. To support that goal, it needed a scalable customer feedback tool that could handle surveys like CSAT and NPS, provide separate workspaces for each operating company, and roll up insights company-wide. Fortive chose Survicate, alongside FullStory, to gather customer feedback and better understand website visitors’ journeys.

Fortive implemented Survicate across all portfolio company websites and integrated the data into a digital analytics dashboard with FullStory and Google BigQuery. This gave teams a unified view of survey feedback and session behavior to drive Kaizen-style improvements. The results were strong: within three months of launch, Fortive increased CSAT by 20% at the portfolio level, and one operating company improved CSAT by 50%.

Fortive

Glen Hamilton

Senior Director of Digital Growth