Case Study: LegalShield’s Always-On CX Insights With QuestionPro
By QuestionPro
- case study
- Customer Experience (CX) Feedback
- CX Analytics
- Enterprise CX Management
- Digital CX – NPS – CES – CSAT
- Survey Research
LegalShield, founded in 1972 and headquartered in Oklahoma, is a provider of legal and identity theft subscription services with 1.8 million members across the United States and Canada. The organisation needed to gather member satisfaction and feedback accurately and objectively after members interacted with the brand, its attorneys, or law firms. It required a system capable of conducting and managing surveys across multiple defined touchpoints, while also supporting net promoter and ad-hoc survey requirements at scale.
QuestionPro was engaged to design and implement a member feedback system using its QuestionPro CX platform and consulting services. The project covered survey design and creation, translation for a multilingual audience, distribution across a worldwide panel, and permanent fieldwork control. Data transfer was handled via FTP scheduler and API integration, with 24/7 account management and enterprise-level support provided across chat, email, and phone. Data cleansing, reporting, and analytics were also delivered as part of the engagement.
The implementation resulted in a functioning feedback system with manager dashboards, automated workflows, a panel management system, and data transfer via FTP and API. Promoter amplification capabilities were activated to support organic marketing. The process was described as smooth and error-free for end users.
Read the full version of this case study on the QuestionPro website here.
