Case Study: The company Kohler Co. has used QuestionPro for more than 300 customer surveys to date

The global company was looking for a cost-effective and easy-to-use survey tool to measure customer and employee satisfaction

• About Kohler Co.
• Use of QuestionPro in various areas
• Example: online intercept surveys
• Challenges and benefits
• Software for surveys, market research and
  Try Experience Management for free

About Kohler Co. and the challenges of using a survey tool

Since 1873, Kohler Co. has been improving, facilitating and beautifying the lives of its customers with an exceptional portfolio of products and services. Kohler Co. offers a diverse range of products and services, including plumbing fixtures, furniture, tile & stone, primary and backup energy systems, and award-winning, world-class hotel and golf facilities. In such a heterogeneous company with so many different target groups, customer surveys can only be carried out very individually, which means that separate surveys must be carried out for each industry and area, which are specifically tailored to the corresponding target group. Kohler therefore needed cost-effective and universally applicable survey software that could be used throughout the company and, above all, was easy to use.

More than 300 online surveys in various company areas

In recent years, Kohler Co. has used the web-based market research platform QuestionPro in more than 300 surveys across various departments, including marketing, human resources, product development, market research, customer service and communications. As a web-based and universal survey application, QuestionPro is flexible enough to meet the requirements of different departments and can therefore be used company-wide.

Example: online intercept surveys

For example, Kohler Co.'s web team uses QuestionPro to measure customer satisfaction on the company's website using intercept surveys. After a few minutes of surfing the website, a pop-up survey appears, asking visitors to leave their feedback on the content and usability.

With QuestionPro you can set up and conduct intercept surveys with just a few mouse clicks, for example as a pop-up survey or in the form of a feedback tab

The integration of an external application into QuestionPro made it possible to analyse a wide variety of data sources in just one single operation

For this purpose, Kohler Co. has integrated its own backend analysis system into QuestionPro, with which the customer feedback obtained from the pop-up surveys can be combined and evaluated with the behavioral data recorded by visitors while surfing the website. Due to QuestionPro's flexibility and open interface architecture, Kohler Co. was able to analyse data from different source systems in a single process without the hassle of merging tables and databases.

“We got a lot of really great insights from the QuestionPro surveys. As a result of our customer satisfaction surveys and analysis on the website, we were able to make impactful changes to the website,” said Russell Rüden, Web Analyst at Kohler co.

Do you have any questions about this case study or QuestionPro? Simply contact us using our contact form. We look forward to speaking with you!

SHARE THIS ARTICLE