Customer Experience Management

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

The Kohler Co. company has carried out more than 300 customer surveys to date QuestionPro


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

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

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

Since 1873 the Kohler Co. company has been improving, easing and beautifying the lives of its customers with an extraordinary range of products and services. Kohler Co. offers a wide variety 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 branch and for each area, which are specially tailored to the respective target group. Kohler therefore needed a cost-efficient and universally applicable survey software that can be used throughout the company and, above all, is easy to use.

More than 300 online surveys in various company areas

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

Example: online intercept surveys

For example, the Kohler Co. web team uses QuestionProto 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.

Online intercept surveys

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

The integration of an external application in QuestionPro enabled the analysis of a wide variety of data sources in just a single work process

Kohler Co. has its own backend analysis system in QuestionPro integrated, with which the customer feedback obtained from the pop-up surveys can be combined with the recorded behavioral data of the visitors while surfing the website and evaluated. Due to the flexibility and the open interface architecture of QuestionPro 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 lessons from them QuestionPro- Polls won. As a result of our surveys and analyses of customer satisfaction on the website, we were able to make effective changes to the website ”, says Russell Rüden, Web Analyst at Kohler co.

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

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