Case Study: Pitney Bowes achieves a 133% increase in customer renewals with UserTesting

How UserTesting helped Pitney Bowes increase customer renewals 133%

Pitney Bowes is a global technology company that provides commerce and shipping solutions to clients worldwide, including 90% of the Fortune 500. Faced with slowing lease renewal rates and declining retention, the company engaged its UX team and UserTesting to find a new approach to revitalize customer renewals.

The team ran open-ended customer tests to identify pain points, used those insights to prioritize changes, and applied rapid prototyping and iterative testing. By creating segmented renewal experiences based on real customer feedback, Pitney Bowes reduced development time, improved customer satisfaction, and boosted lifetime value—achieving a 133% increase in lease renewals (far exceeding the expected 20%).

Pitney Bowes

Michael Touna

UX Manager