Case Study: Big Blue Bug Solutions sustains an average NPS of 80 with AskNicely
Key results
The challenge
Big Blue Bug Solutions relied on manual phone surveys that were limited by call-center capacity, making it hard to scale customer feedback as the company expanded into new geographic markets.
The solution
Beginning in 2020, the company moved to AskNicely to collect automated feedback after each service, analyze it quickly, and route insights to supervisors and technicians tied to performance incentives.
“We're proud of how far we've come, and AskNicely has been instrumental in helping us drive customer impact and operational alignment.”
LMLuis MarulandaChief Strategy Officer, Big Blue Bug Solutions
The results, in context
After years of using AskNicely, Big Blue Bug Solutions holds an average NPS score of 80, well above typical industry benchmarks. The company lifted its survey response rate to 20%, gathering over 4,000 responses in 2024, and acts on feedback within 24 hours.