Case Study: Heavy-machinery manufacturer equates $330k in revenue to each +1 NPS with InMoment

Key results

The challenge

A Fortune 500 heavy-machinery company in North America wanted to enhance customer experiences across its dealerships, sales, and service to build long-term loyalty. It needed to understand which factors most influenced its Net Promoter Score and what each point was worth.

The solution

The company partnered with InMoment's Strategic Insights team for a comprehensive offline analysis, which identified 'Salesperson Knowledge' and 'Explained Warranty' as the strongest drivers of NPS and informed formal training programs.

The results, in context

InMoment equated a $330,565 revenue opportunity to each +1 increase in NPS. The program was associated with a +12.7 improvement in the company's Dealer NPS rating.

Products used