Customer Success Story
Symantec Customer Success Story
An Experience-Led Approach Translates to Real Business Results
Symantec selected Satmetrix solutions as a key customer listening mechanism to monitor customer experience and drive improvements across the enterprise. In 2006, Symantec deployed Net Promoter in the Consumer Business Unit (CBU), which is responsible for developing and marketing the industry-leading Norton products, representing over 30% of Symantec’s total revenue.
Since introducing the Net Promoter methodology, the CBU has seen impressive results. Not only have they achieved over 50% increase of their Net Promoter Score™ (NPS®) for the Norton Internet Security (NIS) and Antivirus (NAV) product lines, but they have also seen improvements in areas such as support satisfaction, support costs, and call efficiency.