Case Study: Upwards gathers detailed customer insights with Vitally Custom Surveys

Upwards gathers detailed customer feedback with Vitally Custom Surveys

Upwards, a technology-driven care solutions company, needed a low-friction method to gather quantitative and qualitative customer feedback to uphold its core value of customer centricity. The challenge was to efficiently collect detailed insights on the experience of families interacting with their Care Navigators. To address this, they utilized Custom Surveys from their customer success platform vendor, Vitally.

The solution implemented by Vitally involved creating a tailored Care Navigation Survey using various question types, which was distributed via Vitally Conversations. This allowed Upwards to automate survey delivery based on specific customer criteria or journey stages. The feedback collected was then aggregated into a Vitally Dashboard for easy, high-level reporting, enabling the team to analyze results alongside other customer data and power automation based on their findings.

Upwards