Case Study: TruGreen scales feedback 1,000x and lifts NPS from 4 to 34 with Qualtrics
Key results
The challenge
TruGreen, a lawn-care services provider, historically captured a limited volume of customer signals and responded to issues reactively. Leadership identified client retention as the metric most tied to business health but lacked the feedback scale and agent capacity to act on friction in the moment.
The solution
TruGreen deployed Qualtrics CX with AI-powered Experience Agents and conversation analytics to expand feedback capture, automate portions of customer outreach, and shift from passive response toward proactive retention.
“Client retention is the metric that best represents how good you are at what you do.”
BDBen DunhamChief Financial Officer, TruGreen
The results, in context
TruGreen reported a 51% customer satisfaction rate across all AI agent flows and a 1,000x increase in customer feedback volume, from roughly 500,000 to 500 million annual signals. NPS rose from 4 to 34, and the company projected $3–4M in EBITDA from additional retention in 2026.