SatisfAI

LOGISTICS & SUPPLY CHAIN

Northwind Logistics

Northwind replaced quarterly email surveys with weekly AI voice calls. Response rate jumped from 7% to 71% — and they uncovered $156k in expansion in the first quarter.

+0.8

CSAT lift

71%

Completion rate

$156k

Pipeline identified

Northwind Logistics × SatisfAI

The problem

Northwind ran quarterly NPS via email. Response rates hovered at 7% and most of the signal came from the same vocal customers.

What we did

Switched to weekly outbound CSAT calls to a rotating 10% of the active customer base. The agent ran a 90-second conversation and extracted CSAT, sentiment, and any expansion signal.

Results in 90 days

  • 71% completion rate
  • CSAT lift from 3.8 to 4.6
  • $156k in identified expansion pipeline

“We finally hear from the 90% of customers email surveys missed. The expansion pipeline paid for the tool in week three.”

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Director of CX, Northwind Logistics

Director of CX, Northwind Logistics

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