Kohler Case Study

Manufacturing Survey Software Solutions at Kohler - QuestionPro Case Study

Kohler Company Profile

Since 1873, Kohler Co. has been improving the lives of its customers with exceptional products and services. Kohler offers a breadth of products and services, including plumbing fixtures, furniture, tile and stone, primary and backup power systems, as well as award-winning hospitality and world-class golf destinations. But with a business this diverse, having so many different audiences (both internal and external) to source information from, Kohler needed a cost-effective survey tool that was easy to use throughout the company.

Kohler Business Challenges

Kohler needed a cost-effective survey tool that was easy to use. Their goal was to track and gauge customer satisfaction

Kohler Business Solutions

Over the past three years, Kohler has launched more than 300 surveys using the QuestionPro platform across a variety of departments, including

1. Communications
2. Customer Service
3. Human Resources
4. Marketing
5. Market Research
6. New Product Development
7. And More

The QuestionPro tool is flexible enough to meet the needs of the various departments and is used company-wide. The web team, for example, uses QuestionPro to track and gauge customer satisfaction on Kohler.com. After a few minutes of browsing, a pop-up survey appears inviting the user to share their feedback. If they agree, the next screen introduces the QuestionPro survey that queries the visitor about Kohler.com and the site experience.

Kohler has taken the QuestionPro tool a step further by integrating all customer responses into a back-end analytics system. The survey research is integrated with actual user web behavioral data and that combined data is integrated into every report and analysis generated by Kohler. Because of the flexibility and accessibility of the QuestionPro platform, Kohler was able to assimilate and give context to multiple strings of data and has presented this innovative practice at industry conferences like eMetrics.

Kohler Business Outcomes

Kohler continues to use this survey tool company-wide and looks forward to finding new ways to leverage its numerous capabilities. “We’ve gained a ton of really great learning from the QuestionPro surveys. As a result of our website customer satisfaction surveys and analysis, we have been able to make some impactful changes to the website. Everyone who has used it has received some great benefits. And its flexibility and accessibility makes it useful to various departments across the entire organization.” Russell Rueden, Web Analyst at Kohler.

After launching hundreds of surveys company-wide and receiving thousands of responses each year, Kohler continues to grow as a business that serves its customers and employees.

To learn more about Kohler, visit www.kohler.com. www.kohler.com.

Web Satisfaction and Surveys

According to a Forrester Research report, “Thirty-seven percent of customer experience decision-makers… said that they plan to increase spending on online survey tools this year.” Forrester recommends that this spending increase be coupled with proper analytics in order to “segment data to find trouble spots…connect the dots between satisfaction and behavior [and]… build models to identify which levers to pull first.” QuestionPro’s flexible platform offers a variety of features that not only allow users to access online reports populated with real-time data, but also offer system integration that is adaptable to various already-existing programs so that businesses can make actionable use of valuable user data