Case Study: HOLT CAT achieves sustained NPS gains with The Daniel Group

HOLT CAT lifts NPS from the low 70s to the low 80s with The Daniel Group over 13 years

HOLT CAT, the largest Caterpillar dealer in the United States, faced a challenge in understanding the experience of its broad customer base beyond its largest accounts. Market research revealed the company was perceived as expensive and hard to do business with, and its leadership lacked visibility into these operational gaps. To address this, HOLT CAT partnered with The Daniel Group to implement a systematic customer feedback program built around Net Promoter Score (NPS) methodology.

The Daniel Group's solution provided a continuous feedback loop that reached all customers. This program enabled HOLT CAT to make operational changes, close the loop on feedback, and embed customer experience into its culture. Over a 13-year partnership, HOLT CAT's NPS improved from the low 70s to the low 80s. The company transformed its perception and now uses customer feedback as a fundamental operational tool.

HOLT CAT