Case Study: UBT IT&T Services achieves 70+ Net Promoter Score and 18–27% response rates with Survicate

UBT IT&T Services - Customer Case Study

UBT is a global enterprise operating in 19 countries that provides Business Advisory and Group Buying services to help companies stay competitive. Already using Net Promoter Score to measure satisfaction, UBT wanted to extend NPS collection to its website in late 2015 to improve the online customer experience and hit an internal target of NPS 50 by year‑end.

Using Survicate’s NPS software, UBT implemented a simplified smiley‑face NPS survey shown at login to boost response rates. With 3,620 total respondents and monthly surveys for trend tracking, response rates ranged 18–27% and 10–15% of participants left comments. Happy users rose from 60% to 78% (NPS >70) by May, comfortably surpassing the original goal and prompting a new target of NPS 80, while small website changes driven by feedback steadily improved retention.

UBT IT&T Services

Charles Deayton

Marketing Communications Manager