PeopleMetrics | Your Trusted Customer Experience Partner
Transportation/Trucking/Railroad Case Studies and Success Stories with PeopleMetrics
CASE STUDY U.S. Xpress
PeopleMetrics helped U.S. Xpress with a rebrand. U.S. Xpress wanted to know how the freight market saw them and how a new brand would be received. PeopleMetrics interviewed over 200 experts, shippers..., and drivers for feedback. The research showed the new brand idea would be received well. U.S. Xpress used these results to move forward and became a leading trucking and shipping carrier.
Health, Wellness and Fitness Case Studies and Success Stories with PeopleMetrics
CASE STUDY BioLife
PeopleMetrics helped BioLife, a plasma donation company, address a drop in donor satisfaction. PeopleMetrics analyzed donor survey data to find what caused the decline. They looked at wait times, sta...ff, technician skill, cleanliness, and compensation. BioLife used these insights to fix problem areas. Customer satisfaction scores improved by 9% overall and 18% in key areas.
Education Case Studies and Success Stories with PeopleMetrics
CASE STUDY Kean University
PeopleMetrics used research to help Kean University improve its brand image. Kean wanted to be seen as an affordable, world-class university in New Jersey. PeopleMetrics studied how different groups ...viewed Kean. The research showed what messages worked best for each group. Kean used these insights to create new outreach strategies and build more interest from prospective students.
PeopleMetrics helped Bowie State University assess its brand and market position. The team used interviews, focus groups, and surveys to gather feedback from students, alumni, and the community. The ...research focused on student recruitment, alumni relations, and campus pride. Bowie State used the findings to create a new brand position that matched its strategic plan and long history.
PeopleMetrics designed a study for Penn State University to help them create new degree programs for career-focused professionals. The study included an environmental scan, interviews with industry l...eaders, employer surveys, and a survey of prospective students. Penn State used the study results to plan and develop both traditional and online degree programs. The programming committee launched new initiatives, including online courses and multi-disciplinary programs.
PeopleMetrics helped UConn understand its reputation beyond basketball. UConn wanted to know how people saw the university outside of sports. PeopleMetrics created a survey for leaders, alumni, donor...s, students, and employers. UConn used the survey results to launch a new campaign. The campaign used videos, social media, and new signs to show UConn's strengths in other areas.
PeopleMetrics worked with Rutgers Cooperative Extension and the New Jersey Office of the Food Security Advocate to study why eligible families are not enrolled in SNAP. The team used focus groups and... interviews with parents and county administrators across New Jersey. They gathered feedback from families and officials to understand barriers. The findings led to a report with recommendations for better information sharing and improved customer service at county offices.
CASE STUDY University of Maryland – Baltimore County
PeopleMetrics helped University of Maryland – Baltimore County improve its marketing and recruitment. The university wanted more students in non-STEM programs. PeopleMetrics used research with studen...ts, parents, and counselors to find out what matters in college choices. The research showed how UMBC was seen and tested new messages. UMBC used the data to change its marketing and reach its goals.
PeopleMetrics helped Atlantic Cape Community College understand its market position and brand perception. The team ran a multi-phase research project to learn how the college is seen by students and ...compared to competitors. The research led to new programs and new ways to deliver education. Atlantic Cape used the feedback to update its brand and marketing, focusing on what stakeholders liked most.
CASE STUDY Rutgers University's Bloustein School of Planning and Public Policy
PeopleMetrics helped Rutgers University's Bloustein School of Planning and Public Policy improve its rankings and reputation. The school wanted to better market its programs and attract more students.... PeopleMetrics ran a large study with faculty, staff, students, alumni, and prospects. The feedback led to a new marketing and communications plan. During COVID, Rutgers used its expertise to boost its reputation in public health and policy.
PeopleMetrics helped CharterOak State College understand trends in online education. The college wanted to know what future students need and what jobs will be important. PeopleMetrics interviewed wo...rkforce experts and surveyed possible students. CharterOak used the findings to create new programs and improve its position in online learning. The new programs aim to attract more online students.
Insurance Case Studies and Success Stories with PeopleMetrics
CASE STUDY MetLife
PeopleMetrics helped MetLife understand broker pain points using a four-week research study. The study tracked broker activities and frustrations through 106 in-depth interviews. Over 150 unique brok...er challenges were found and grouped into 25 common areas. MetLife used these insights to improve broker relationships, speed up turnaround times, and make service and communication better.
PeopleMetrics created a customer advisory board for Protective Life. Protective Life wanted to understand financial advisors and improve annuity product sales. PeopleMetrics recruited over 500 adviso...rs and used surveys and interviews to gather feedback. Protective Life tested 6 new annuity products and adjusted features based on advisor input. They also improved online tools and tested 7 product brochures for better communication.
PeopleMetrics helped Mutual of Omaha improve its customer onboarding experience. Mutual of Omaha wanted to validate and enhance its case implementation process for employer customers and brokers. Peo...pleMetrics ran a 360 degree study with surveys and interviews of employees, brokers, and employers. The study helped break down silos in the implementation process. It also set a baseline for future satisfaction research.
Banking Case Studies and Success Stories with PeopleMetrics
CASE STUDY NuVision
PeopleMetrics helped NuVision, a west-coast credit union, measure employee engagement and company culture. They used a two-part survey to find what drives engagement and how employees see the company.... Empowerment was the top driver, and strengths included belief in values and respect. Areas for improvement were growth and professional development. NuVision used the feedback to focus on empowerment and development, improving employee experience and company culture.
PeopleMetrics helped First American Bank improve customer satisfaction. The bank wanted to know which branches performed best and where to improve. PeopleMetrics ran a customer feedback campaign to f...ind key business strategies and branch performance. The campaign showed that fast problem resolution increased NPS. First American Bank raised its NPS by 7 points and started sharing best practices across branches.
PeopleMetrics helped OceanFirst Bank increase awareness of their Nest Egg digital investment advice service. OceanFirst used PeopleMetrics' Voice of the Customer Survey to measure customer awareness.... Initial results showed low awareness. OceanFirst launched a campaign to boost awareness and tracked results with PeopleMetrics. Awareness rose by 285% from January 2019 to January 2020, and by another 148% from January 2020 to July 2021.
PeopleMetrics helped Think Bank after a website and online banking upgrade led to lower customer satisfaction scores. Customers faced issues with online bill-pay and document loading, which the bank'...s system did not detect. PeopleMetrics analyzed survey feedback and found customers were moving transactions to other banks. They recommended changes to the bill-pay system and added a monitoring tool. Think Bank saw problem incidences drop by over 50% and their NPS rise by 13 points.
PeopleMetrics used its VoC program to help a mid-western bank improve its up-sell and cross-sell strategy. The bank wanted to know if giving product brochures during loan applications worked. Survey ...data showed customers disliked getting brochures at that time. The bank changed its approach, sending brochures 60 days after loan approval. Customers were more open to new offers then. The bank refined its sales tactics and kept customer experience positive.
PeopleMetrics helped a regional bank with over $19B in assets measure the impact of its customer service on brand reputation. They used a deep-dive survey to set a baseline NPS and find key drivers o...f customer satisfaction. The survey revealed that 11% of complaints were about customer service reps. The bank used these insights to launch a 24-hour response standard and assign executives to coach underperforming branches. They also created a training program and empowered employees to resolve issues, which improved NPS scores.
PeopleMetrics helped a regional bank with $1.73B in assets launch a 'Customer Intimate' strategy. The bank used annual relationship surveys and ongoing post-transactional surveys to understand custom...er needs and improve Net Promoter Score (NPS). Branch managers got real-time feedback and took action to fix pain points. The bank saw better business performance, more growth, and less churn. Feedback from new customers improved onboarding for future acquisitions.
Oil & Energy Case Studies and Success Stories with PeopleMetrics
CASE STUDY The largest distributor of home heating oil in the US
PeopleMetrics set up a real-time customer feedback program for the largest distributor of home heating oil in the US. The company wanted to reduce customer churn and find ways to grow. PeopleMetrics ...sent short surveys after each customer interaction. One in five customers reported a problem after service. Automated alerts helped staff fix issues fast. Customer loyalty scores went up. The company also found new sales leads from the survey data.
Telecommunications Case Studies and Success Stories with PeopleMetrics
CASE STUDY A cloud-based unified communications provider
PeopleMetrics helped a cloud-based unified communications provider map customer touchpoints and design a Voice of the Customer program. The company wanted to understand the customer journey and pain ...points. PeopleMetrics interviewed business leaders to gather insights. The findings led to a new VoC program and improvements in digital support and the web portal. These changes made customer support better and increased operational efficiency.
PeopleMetrics helped a leading US wireless carrier understand how customers use their new centralized CX hub. The company used multi-step surveys, including post-transaction and biannual relationship... surveys, to find key improvement areas. Results showed 25% of call center calls could be handled by website self-service. The carrier improved website usability, navigation, and added FAQs. After these changes, NPS increased by 13 points and call volume dropped by 10%.
Hospital & Health Care Case Studies and Success Stories with PeopleMetrics
CASE STUDY An advanced processing healthcare company
PeopleMetrics helped an advanced processing healthcare company improve its communication with patients and physicians. The company wanted to measure how it delivered information and find ways to make... it better. PeopleMetrics created a survey to track interactions across a portal, electronic, and phone channels. They also set up an ongoing survey to monitor improvements and customer satisfaction. The company found out which channels worked best and fixed problem areas. Ongoing surveys showed that these changes increased customer satisfaction and made communication more effective.
Pharmaceuticals Case Studies and Success Stories with PeopleMetrics
CASE STUDY Ultragenyx
PeopleMetrics designed a survey for Ultragenyx to measure new patient awareness and perceptions of the onboarding process. Ultragenyx wanted to better serve their high impact customers in the special...ty pharma industry. The survey gave Ultragenyx a full view of the patient journey and revealed unmet needs. Ultragenyx used the findings to improve hiring and make onboarding and treatment more efficient. Customer satisfaction increased as a result.
PeopleMetrics helped Travere Therapeutics understand how customers saw their new prescription medicine. PeopleMetrics created a survey to find out where customers learned about the medicine, how much... they knew, and what worried them. After using the survey results, satisfaction scores for the medicine went up 15%. Detractors dropped by 6%. Product perception rose from 78% to 92%. Feelings of support from Travere increased from 83% to 93%. Travere used these insights to improve messaging and boost satisfaction.
PeopleMetrics helped Vertex, a pharmaceutical company, improve how they talk to customers. Vertex wanted to know the best way to share information and understand what patients and health care profess...ionals think. PeopleMetrics made a survey focused on key topics like program perception and contact frequency. The survey was sent after recent interactions and to health care professionals. Vertex used the results to make their messages clearer and more effective. Customer response increased by 82% during the survey.
PeopleMetrics worked with Alnylam Pharmaceuticals to improve patient satisfaction in their patient assistance program. In 2020, patient satisfaction was 87%. PeopleMetrics used surveys to find areas ...for improvement and suggested creating an experience map and updating educational resources. After making changes, patient satisfaction rose to 92% in 2021. The program now better supports patients starting treatment.
PeopleMetrics helped MilliporeSigma, a Merck Company, improve customer interactions. They used a survey to measure performance and find areas to improve. The company raised its NPS by 26 points. Prom...oters increased by 20%. Detractors dropped by 6%. Problem resolution jumped from 34% to 63% in one year.
PeopleMetrics helped a global pharmaceutical company improve patient onboarding. The company used daily surveys to get real-time feedback from new patients. Alerts notified staff when patients had ne...gative experiences. The feedback showed that the case manager relationship was most important to patients. The company invested in employee retention and improved their patient portal and app. Ongoing surveys let them test and monitor changes to the onboarding process.
