How Bizagi Transformed Customer Success with Their First-Ever NPS Program?

The platform provided by SurveySensum was simple, intuitive, and powerful. The insights we gained were invaluable in helping us understand where we excel and where we need to improve. This has truly been a game-changer for us, and we’re excited to see how it continues to impact our business in the future.

Alexander George

VP of Global Customer Success

Bizagi

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Here's a quick summary.

The Objective

Bizagi’s key objective was to develop a customer-centric culture by listening to their customers' feedback, identifying key drivers of advocacy and churn, and taking action based on these insights. They aimed to run an annual B2B SaaS NPS survey to systematically gather feedback, analyze it by key accounts, and present actionable insights to the board and other key stakeholders.

The Challenge

As Bizagi transitioned from a license-based to a consumption-based business model, the importance of understanding and responding to customer feedback became more critical.

Although Bizagi had anecdotal feedback from customers, they lacked a formal and repeatable structure to gather, measure, and analyze this feedback. This led them to consider implementing an NPS strategy to gauge customer satisfaction at an enterprise level.

The Solution

Bizagi partnered with SurveySensum to launch their first-ever NPS program – a comprehensive solution that went beyond simply collecting feedback. The focus was on:

Running a B2B SaaS NPS Survey: The NPS survey was conducted annually, and feedback was collected from a broad range of customers across various regions to ensure an objective and comprehensive understanding of customer sentiment.

“We wanted to ensure that we were as objective as possible in our approach, validating the results and identifying any regional differences or other variations. Our goal was to make it clear that the feedback wasn’t coming from us as a team but was genuinely the voice of our customers. This perspective helped to reduce emotional biases, focusing the analysis on what the customers were actually saying.”

Key Driver Analysis: SurveySensum helped Bizagi identify the key drivers of both customer advocacy and churn. These insights allowed Bizagi to pinpoint the factors that were influencing their NPS score, enabling them to focus on the specific areas that needed improvement.

Action Planning: Armed with these insights, Bizagi was able to create a structured action plan for addressing customer concerns and enhancing the areas that were driving advocacy. The platform also enabled them to perform analytics on open-ended feedback to uncover common themes and trends.

Customized Reporting: Bizagi received individual reports by key accounts in PPT format, breaking down the survey results at both a high level and in more granular detail. The NPS feedback was segmented by region and account to identify any variations in customer sentiment.

Results

Shaping a Customer-Centric Culture: Implementing NPS fostered a culture of customer-centricity within Bizagi. The process allowed them to move beyond anecdotal feedback and base their decisions on structured, objective data. It also demonstrated to the board that customer satisfaction was not just the responsibility of the customer success team, but a collective responsibility shared by all departments.

“I think the big use of NPS is that it takes the egos out and doesn’t make it your opinion or anyone else’s. It becomes the customer's voice, providing an objective, accurate, and measurable insight that is external to you. So, it’s not me saying to someone, “I think you’re this.” This is the customer’s voice in an objective, accurate, measurable, tangible way. And that way you can leave your egos at the door and focus on collectively what does that mean. And I think that is a very, very useful thing, and I think it’s perfect. It’s the culture then.”

Key Insights Delivered: The survey results revealed key insights that were instrumental in driving organizational change:

Advocacy Drivers: Bizagi discovered that building automation capabilities was a significant driver of customer advocacy.

Detractor Drivers: Certain service gaps were identified that led to customer dissatisfaction. The insights highlighted areas where improvements were necessary to reduce detractors.

These findings allowed them to consolidate its efforts into a clear action plan, focusing on eliminating the key drivers of detraction while amplifying the factors that promoted advocacy.

“I see the themes we’ve come up with. I can see its influence in our new product roadmaps and our advisory councils and how we’re positioning things. So, I do see that there’s been an influence and an impact on some of the feedback.”

Executive and Board-Level Engagement: The NPS results were presented to the executive team, and the board showed significant interest in the findings. Different departments were given tailored reports, allowing them to dig into the data and draw insights relevant to their teams.

Actionable Reporting: Bizagi’s leadership appreciated the clarity of the analytics provided by SurveySensum’s NPS dashboards. The platform enabled them to simplify complex survey data into digestible insights that could be acted upon immediately. A particular highlight was the ability to map customer feedback directly to actions that would either reduce detractors or increase promoters.

Continued NPS Journey: With the success of the first NPS cycle, Bizagi plans to continue running yearly NPS surveys. This initiative will allow Bizagi to measure progress year over year and ensure that customer satisfaction remains a core priority.

“Listening to our customers and more importantly, responding to feedback, is one of the key ingredients of having a sustainable and happy customer base. We place this in very high regard.”

Bizagi, a leading global provider of enterprise automation solutions, operates across multiple continents, serving industries that rely heavily on the automation of manual tasks. With 250-300 enterprise clients, Bizagi is at the forefront of transforming how businesses function in the digital age.

Industry

Software

Region

Worldwide

Company Size

Large Size

Business Type

B2B, B2C