Case Study: Urban Science achieves 92.9% NPS improvement with Verint Systems' Enterprise Feedback Management

Urban Science - Customer Case Study

Urban Science is a global B2B automotive data-science firm (900 data scientists) that helps OEMs optimize dealer networks, sales and customer loyalty. Its challenge was to systematically measure and act on client experience across 70 countries to protect long-term relationships and drive contract renewals.

To address this, Urban Science built an NPS-based Global Center of Excellence using Verint Enterprise Feedback Management for twice-yearly and ad hoc surveys, real-time reporting, knowledge management and mandatory follow-up action plans. The program produced the company’s best NPS in history (a 92.9% improvement since tracking began), strong response rates (≈60% global average), and a proven link between high NPS, client retention and revenue growth.

Urban Science

Randall Tallerico

Chief Marketing Officer