How Lionbridge launcheda successful NPS® program
by integrating SurveyMonkey
and Power BI

86% increase
in NPS for one
team200clients

20%
increase inresponses

THE CHALLENGE

Integrating a systematic NPS practice
Lionbridge, a global translation and localization services company, creates content that speaks tothe communities their customers serve. Carol Fallon, senior director of operations, says caring forthe individual is the make-or-break factor in customer service.
“One of our goals as a company is to never be late with deliverables,” Carol says.
In 2019, Lionbridge began exploring ways to update its service model to meet the goal of always
sending deliverables on time. Many business intelligence platforms excel at pulling out patterns
from large amounts of data but don’t offer a way to home in on the details of individual challenges
and successes. The company’s previous internal system for collecting customer feedback didn’t
provide this level of detail, and its execution was clunky.

“ We needed to see key strengths and weaknesses across the organization, 		
comparing quarter to quarter or year over year, and have a systematic way
to action the feedback across accounts.”
Carol Fallon, Senior Director of Operations

Implementing an NPS program would create a system able to balance the big picture and individualcustomer needs. Lionbridge would need a suite of tools that could work together seamlessly.
The solution came in the form of Microsoft Power Business Intelligence (BI) integrated with
SurveyMonkey Enterprise and SurveyMonkey CX.

THE SOLUTION

Diving deep into customer feedback to fuel success
Lionbridge launched an NPS program across 40 customer accounts through Power BI with aSurveyMonkey integration. Surveys are sent through SurveyMonkey, and the team is able to respondwithin the same platform, streamlining the process of connecting with individual customers. NPS andfeedback data are then combined with other data sources in the Power BI dashboard. Visualizations
within the dashboard are used by teams across Lionbridge to understand patterns and dive into areas
for improvement quickly.
Power BI and SurveyMonkey are used on a daily basis across Lionbridge’s teams. With this newmodel, Lionbridge has expanded the list of stakeholders it collects feedback from. The Power BI
dashboard provides a level of detail that the previous internal system couldn’t deliver, Carol says.

THE TAKEAWAY

Improved customer sentiment and individual connections
Since implementing the suite of tools, Lionbridge has seen a 86% increase in NPS for one team in2020 and a 20% uptick in the number of survey responses compared to the previous system. Carolcredits the user-friendly nature of the SurveyMonkey platform in addition to an increased capacity tosurvey stakeholders.
“The level of transparency and granularity is so powerful. I can think of one customer specificallywhere the rest of his team gave us a high score, and his was low,” Carol says. “We were able to connect
with him to work on the issues and get a positive score; really, he wanted someone to listen andCompany:
Lionbridge
Strategic goal:
Implement Net Promoter
Score Program
Understand big-picture patterns
to inform business decisions
Increase customer sentiment

understand him.”
Carol says using the SurveyMonkey and Power BI integration has increased transparency acrossLionbridge, fueling customer success. The initial rollout of the NPS program covered 40 clients, andCarol expects to have 500 online by the end of 2021. Carol also plans to automate more parts of theprocess and begin using the system to tie customer service to revenue.

Solution:
SurveyMonkey with Power BIintegration
Success factors:
Increased response rates
Dashboards and visualizations
used across the organization
95% increase in NPS

Learn more at surveymonkey.com/Enterprise and the Microsoft Power BI integration here
Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons
are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.