Global Golf Simulation & Entertainment Brand
A global golf simulation and entertainment brand lifted survey response rates and gained a real-time CSAT and NPS view across every venue.
This global golf simulation and entertainment brand operates a growing network of franchised and company-owned venues that depend on a premium guest experience to drive repeat play and memberships. Customer feedback was collected inconsistently through ad hoc tools, leaving leadership without a reliable read on satisfaction or how it varied across locations. The brand engaged SiiMPLY7 to stand up a structured voice-of-customer program inside Service Cloud.
The challenge
Feedback lived in disconnected spreadsheets and third-party form tools, so no one could tie a survey response back to a specific case, agent, or venue. Leadership had no trusted CSAT or NPS trendline and could not tell whether service quality was improving or slipping by location. Manual report compilation took days, and by the time results circulated they were already stale.
The solution
SiiMPLY7 implemented Salesforce Surveys on Service Cloud to trigger CSAT and NPS surveys automatically at case closure, with responses written back to the originating case and account. We then built a Reports and Dashboards layer that rolled feedback up by venue, agent, and time period so trends were visible in one place. Closing the loop inside the platform meant every score was tied to a real interaction rather than an anonymous form.
Implementation highlights
What we built.
- Configured Service Cloud case lifecycle so survey invitations fire automatically on case closure
- Built CSAT and NPS survey templates with response data mapped back to case, contact, and account records
- Created a venue-level satisfaction dashboard with drill-down to individual cases and agents
- Delivered an executive NPS trend dashboard with period-over-period and location comparisons
- Set up automated alerts that flag detractor responses for same-day follow-up
- Documented survey administration and dashboard maintenance for the internal support team
Results
In-platform, case-triggered surveys outperformed the prior standalone forms
Live CSAT and NPS visibility across all venues replaced multi-day manual reporting
Automated alerts routed detractor responses to the right team within hours instead of days
Engagement summary
SiiMPLY7 delivered a fully operational voice-of-customer program on Service Cloud, with automated CSAT and NPS capture and a reporting layer that gives leadership a trusted, location-by-location view of guest satisfaction. The team can now act on feedback while it is still fresh and benchmark performance across the venue network.
What's next
The brand plans to extend surveys beyond case closure into post-visit and membership-renewal touchpoints, and to layer in Service Cloud automation that escalates recurring detractor themes. A future phase will explore predictive churn signals built on the accumulating feedback data.
More case studies
Looking for similar results?
Let's simplify the complex, together.
A senior architect, not a sales rep, will map your first move inside 48 hours.