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How Zluri grew their NPS response rate 5x with SurveySparrow

5x increase in response rates

Improved trackability and data visualization

Expanded usage across the organization

About Zluri

Zluri is a next-gen identity governance & administration platform for IT & Security teams to discover identities & applications, streamline access management, and automate access reviews in one single place. With Zluri, organizations automate compliance readiness for SOX, HIPAA, SOC 2, and more - ensuring the right people have the right access to the right applications at the right time, with minimal time and manual effort.

California, USA

B2B

Industry

Information Technology

Use Case

The platform is intuitive. Whenever I've used it, it's been self-explanatory. I personally like the feature where I can get a report created with all the insights coming in one place. It summarizes the whole campaign outcomes. Slicing and dicing data to build different dashboards is also nice

Bharath J

Associate Director, CS Strategy and Ops at Zluri

Goal

The customer success strategy and operations team within Zluri decided to measure NPS and CES as centralized metrics for the entire customer success organization. This required them to ramp up their NPS surveys to a quarterly basis and gather more responses.

Challenges

During the process of scaling their NPS program, the team realized that their previous tool’s email campaigns suffered from poor response rates. In addition to this, it also lacked advanced customization and tracking capabilities for its email campaigns.

Solution

The Zluri team got in touch with experts from SurveySparrow. They were impressed with how intuitive the platform was to use. Apart from the much-needed variety of customization options, a major plus for Zluri was the option to create sharable links. This gave their customer success managers the flexibility to share surveys not just via email, but channels like Slack - so customers wouldn’t feel spammed.

SurveySparrow’s data visualization was also a major improvement from Zluri’s previous arrangement. Users could consolidate campaign data in a report, or slice-and-dice through it in a dashboard. It was also easy to share these dashboards with stakeholders outside the platform.

The finesse of the platform, coupled with the SurveySparrow team’s meticulous approach, made it the definitive choice for Zluri.

How we hit the mark

Intuitive UX
Extensive customization
Sharable links
Comprehensive reports and dashboards
Diligent support

Results

After implementing SurveySparrow, Zluri was able to deploy engaging surveys that brought results. Their NPS response rate grew to 25% in 4 quarters, observing a 400% increase in the overall coverage.

SurveySparrow has also become the tool of choice for other teams in Zluri. The Implementation team now uses it for CES surveys, and so does the HR team, for eNPS surveys. With a best-in-class solution in hand, Zluri is ready to turn feedback into avenues for growth.