Case Study: Greyhound lifts NPS nearly 15 points with a streamlined SurveyMonkey feedback loop
Key results
The challenge
Greyhound's feedback process was inefficient and hard to act on. Its 57-question survey had a completion rate under 18%, and managers spent about three hours each week interpreting lengthy reports with unclear open-ended responses. NPS was declining and actionable insight was scarce.
The solution
Greyhound replaced the long survey with a streamlined five-question version including an NPS item and one open-ended question, and integrated SurveyMonkey with Salesforce to automatically trigger personalized post-trip surveys 24 hours after a customer's trip.
“Within a few months, our NPS was up almost 15 points. SurveyMonkey changed the way that data was getting into people's hands and it changed what they were able to do with it.”
MSMatt SchoolfieldSenior Manager of Commercial Analytics and Voice of the Customer, Greyhound
The results, in context
Survey completion climbed to 94%, and NPS rose almost 15 points within a few months. Weekly analysis time fell from about three hours to roughly three minutes, and after one year around 90% of station managers were logging in daily to review feedback.