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Mid-Size2 monthsProfessional Services

NPS Tracking System for B2B Services

Automated NPS tracking and customer health monitoring system, identifying at-risk accounts 30 days before churn and increasing NPS from 42 to 58.

Customer AnalyticsNPSAutomation

The Challenge

A B2B professional services company had no systematic way to track customer satisfaction or predict churn risk.

Pain Points:

  • No formal process for gathering customer feedback
  • Client churn often came as a surprise
  • Account managers relied on gut feel for customer health
  • No way to identify opportunities for upsells or referrals
  • Inconsistent follow-up on customer concerns

The Solution

We built an automated NPS tracking system with customer health scoring and proactive alerts for at-risk accounts.

Our Approach:

  • Implemented automated NPS survey distribution based on engagement milestones
  • Built customer health scoring combining NPS, usage, and support data
  • Created dashboard showing account health across entire portfolio
  • Set up automated alerts for at-risk accounts and detractor responses
  • Established workflow for following up on feedback and closing the loop

The Results

The system transformed customer success operations and directly contributed to improved retention and satisfaction.

NPS Score
42 → 58
Significant NPS improvement over 6 months
Churn Prediction
30 days advance
At-risk accounts identified before churn
Response Rate
65%+
High engagement with automated surveys
Follow-up Time
< 24 hours
Automated routing ensures rapid response

Technical Stack

Technology Stack:

  • Survey Platform: Delighted
  • CRM: Salesforce
  • Data Warehouse: Snowflake
  • BI: Tableau
  • Automation: Zapier, custom Python scripts

Technical Highlights:

  • Automated survey triggers based on customer lifecycle
  • Multi-factor customer health scoring algorithm
  • Real-time Slack alerts for detractors
  • Closed-loop feedback tracking
  • Account health trending and cohort analysis

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Anduril Labs | Data Infrastructure & Analytics Solutions