How Structured Feedback Boosted NPS® and Client Retention
Situation
StarCompliance was experiencing rapid growth and recognized it was the right moment to mature their customer experience (CX) efforts. Although their relationship managers maintained good engagement with many client contacts, leadership identified gaps in understanding overall client sentiment and expectations across different segments and personas.
Additionally, the company’s CEO aimed to enhance transparency and provide reliable client satisfaction metrics to their Board and investors.
Solution
StarCompliance engaged Satrix Solutions to establish a structured and rigorous Voice of Customer (VoC) program – tailored to align with Star’s objectives – that included “Relationship” Customer Satisfaction (CSat) surveys with Net Promoter Score (NPS) and in-depth key account interviews.
Partnering with Satrix ensured that the robust data and insights delivered were unbiased, credible, and trusted by leadership and other important stakeholders.
Results
Since the program’s inception in early 2024, StarCompliance has significantly improved client experience & satisfaction, including a material 18-point increase in their Net Promoter Score, a jump in the percentage of clients indicating they are likely to renew and expand their relationship with Star. With an impressive 53% response rate, Star was able to act with confidence, assured that the data was both statistically valid and reliable.
Thanks to consistent emphasis on the importance of the client experience by the leadership team, there is also strong alignment internally on the benefits of service excellence to Star’s revenue growth and reputation.
I’m seeing the quality of the work and the impact of the results on StarCompliance and my only regret is that I didn’t engage Satrix Solutions sooner.
Jennifer Sun, CEO, StarCompliance
The Backstory
StarCompliance is a leading provider of employee compliance software that protects the world’s most reputable companies against risk and costly conflicts of interest. As the company expanded its customer base, leadership recognized the need to formalize its Customer Experience (CX) practices. While Star’s relationship managers had positive interactions with many clients, leadership recognized that growth in their client base meant there were potential blind spots in client sentiment and expectations.
StarCompliance engaged Satrix Solutions to design and implement a CX program that adhered to best practices and delivered data-driven customer satisfaction insights and recommendations to the leadership team and the Board. Leveraging an independent, third-party like Satrix underscored StarCompliance’s commitment to customer excellence and accountability, emphasizing transparency and continuous improvement.
The Winning Strategy
Satrix Solutions implemented a tailored, multi-dimensional feedback strategy that aligned with StarCompliance’s objectives. By leveraging online NPS surveys and key account interviews, the company gained exceptional visibility into loyalty drivers and precisely what improvements would have the biggest impact on client satisfaction, retention, and expansion. Satrix, in collaboration with Star, designed an online survey that included several scale and matrix questions. These provided detailed insights to help business leaders understand client perceptions of the company’s products, roadmap, and value, as well as their experiences with relationship management, sales, and support teams.
Further enhancing the quantitative data and verbatim feedback shared in the online survey, Satrix also conducted key account interviews that uncovered valuable qualitative context, clarifying client expectations and identifying areas of strategic opportunity. This comprehensive approach not only highlighted clear priorities but also strengthened Star’s culture of customer-centricity, giving visibility into client sentiment so all employees could work together to continue to improve the client experience.
