Case Study: Thermo Fisher Scientific achieves 50% faster survey administration and improved customer feedback with Verint Systems' Enterprise Feedback Management

Thermo Fisher Scientific Improves CX Analytics with Verint

Thermo Fisher Scientific, a $20 billion global leader in serving science with more than 65,000 employees, relied on customer surveys to drive product innovation but faced fragmented processes across 15 product divisions. With more than 300 subscription accounts on multiple survey platforms, the company struggled with inconsistent branding, duplicate outreach, unmanaged opt-outs and chaotic data collection that frustrated customers and hindered analysis.

After interviewing users and evaluating vendors, Thermo Fisher standardized on Verint Enterprise Feedback Management to provide a single, feature-rich survey platform (including complex branching/A–B testing and responsive design) supported by 24x7 service. The move cut survey administration time in half, improved data collection and cross-divisional reporting to aid product development, reduced customer survey fatigue through enterprise-wide opt-outs, and increased response rates.

Thermo Fisher Scientific

Phil Montville

Senior Corporate Commercial Operations Specialist