How leading organizations improved their NPS with Momentive


How leading organizations improved their NPS with Momentive

Check out four lessons on improving your Net Promoter Score, inspired by Momentive customers like LG, PUMA, and more.

Abigail Matsumoto

March 29, 2022 | 6 min read


As any customer-centric organization knows, your Net Promoter Score® (NPS) is a simple but powerful measurement that can unlock a wealth of opportunities. In fact, leading companies rely on their NPS to improve experiences, reach customer loyalty benchmarks, and compare their success against their competitors. So improving your NPS, particularly when that boost comes quickly or sets new industry standards? That’s a big deal for any business.

Let’s take a look at how four companies have approached feedback in innovative ways that led to big NPS wins. These lessons come straight from Momentive customers, giving you insight into how LG, PUMA, and others reach their NPS goals—so you can find some inspiration for your own organization.

PUMA raised NPS 11% by tackling hard feedback first 

When you get the results of your NPS survey, it’s normal to feel torn between pursuing quick wins that might raise your score and taking on harder challenges that could have a more dramatic effect. If the goal is to truly move the needle on customer experience, your energy is probably better spent on tackling the bigger issues.

PUMA—the popular shoes, apparel, and accessories brand that’s growing particularly quickly in North America—doesn’t shy away from prioritizing the tougher customer feedback. It bumped its NPS up 11% by seeking out its customers’ biggest pain point and taking on that challenge headfirst. 

At the start of the COVID-19 pandemic, when online sales rose, PUMA turned to CX solutions by Momentive to improve its website experience and understand why its customer support team was inundated with online order issues. This uncovered a significant issue on the site: an outdated and inefficient checkout system.  

In response, the company scrapped its roadmap and introduced a new one that added SMS order updates, new payment methods like Apple Pay and Afterpay, and a wish list feature that lets shoppers save and share their favorite products. 

“Customer feedback has helped us drive our roadmap and drive decisions,” said Joey CasaDeCalvo, senior manager of customer experience at PUMA North America. “We look for commonalities in our feedback and then use those to decide what we should change, what those changes could potentially do for us, or how they can improve the consumer experience.”

These aren’t small changes. PUMA has achieved impressive results because it's willing to tackle big projects and actually revise its roadmap based on customer feedback. In fact, the organization has implemented Momentive throughout its customer journey, so customers can share their thoughts on the online shopping experience in real time and PUMA can take action that much quicker.

LG saw 20-point NPS boost by taking a holistic approach to employee feedback

Even before the Great Resignation, many companies have been blindsided when employees opt to leave their positions. The reason? Organizations either aren’t collecting feedback around employee engagement or aren’t going about it the right way. It’s not enough to ask “are you happy here?” Companies need to dig deeper for a nuanced look at their employee experience. 

Take the electronics giant LG, which knows multi-dimensional employee insights make all the difference. By using surveys to test whether training and career development programs actually work for its employees, LG was able to boost employee retention and add 20 points to its event Net Promoter Score, for a total score of over 90%.

LG uses these employee surveys as an opportunity to measure sentiment, but also to rigorously measure employee learning in specific training programs. This approach helps employees self-evaluate before they decide if they’d recommend a specific program—and also gives the company some solid insight into the real results of a program, not just its popularity.

By making changes like adding an extra day to its onboarding program when it became clear new employees didn’t have all the information they needed to succeed, LG has improved the enrollment, attendance, and outcomes of its training and career development programs.

“Whether it's a training, whether it's an event, whether it is communications that we do from a corporate perspective, we use Momentive to connect with our employees so we have the information we need to make decisions that really make them happier,” said Talent Management Operations Manager Jon Estes. “We want happy employees. And it's amazing how appreciative people are when you listen to what they have to say.”

Greyhound simplified feedback, increased NPS by 15 points 

It’s one thing to collect feedback from customers. It’s another thing to know what to do with it.

Greyhound, which provides intercity bus transportation to 16 million passengers every year, manages passenger feedback across more than 200 stations. In the past, the organization focused on collecting detailed customer feedback with a 57-question form that took an hour to complete. Unfortunately, these surveys were difficult to use at scale and ate through station managers’ time.

By making the survey process easier for both its customers and managers, Greyhound was able to boost its Net Promoter Score by 15 points in just a few months. To achieve this, the company identified 5 key survey questions to focus on and eliminated the rest. The completion rate immediately shot up dramatically, from 18% to 94%. Then, Greyhound simplified survey results by integrating SurveyMonkey with Thematic, an artificial intelligence platform that detects hidden trends in responses. Managers could now see what passengers were saying about their stations in just minutes—and 90% started checking the data daily.

“It changed the way that data was getting into people’s hands. And, it changed what they were able to do with it,,” said Matt Schoolfield, manager of commercial analytics at Greyhound. The feedback process at Greyhound is now more productive, as station managers have the information they need to drive positive change for the highest number of passengers.

As the Golden State Warriors expanded their fanbase, they raised NPS by 19% 

There are two ways to boost Net Promoter Score: (1) make your current customers happier or (2) bring in new happy customers. Successful organizations are typically good at both.

The Golden State Warriors, for example, use market research surveys to reach and understand people in the San Francisco Bay Area who aren’t necessarily part of “Dub Nation,” the NBA team’s hardcore fan base. This approach strengthens the organization’s brand and also helps its arena, the Chase Center, grow as a live entertainment venue for music, comedy, and other live experiences.

To stay on top of the preferences of an increasingly diverse group of customers, the Warriors turned to real-time insights from Momentive. By acting on feedback from their fans and market, and keeping a finger on the pulse of the Bay Area, the Warriors were able to boost their NPS by 19%—even during a particularly difficult year.

“Despite having a losing basketball team, despite the challenges of opening a brand new arena, we continued to see our NPS grow,” said Charles Gao, senior manager of business strategy and analytics. “I think we have to credit Momentive for giving us the tools to listen to our fans and get the feedback to identify what we needed to do to make that happen.”

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

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