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57-question survey with less than 18% completion rate
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Inefficient manual survey methods
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Reduced NPS and unclear actionable data
Greyhound, a 100-year-old company transporting nearly 16 million passengers annually, sought to revamp its feedback collection process. Initially, their 57-question survey took an hour to complete, resulting in a completion rate of less than 18%. This low response rate hindered Greyhound's ability to gain actionable insights. Lengthy reports further complicated matters, as station managers struggled to interpret data, especially open-ended responses. This ineffective feedback mechanism led to a dip in Greyhound's Net Promoter Score (NPS), and station managers were left with unclear next steps to improve service quality.
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