Sandvik: Global CX Across 150 Countries, 43K Staff
Dive into the story of Sandvik, a high-tech engineering group, as they strive to stay intimately connected with their customers and enrich the customer experience.
Read the Full CX Case Study
2 Programs
CX Programs Live
A Relationship NPS program and a Customer Support Centre Touchpoint program running side by side — giving Sandvik Australia visibility across both loyalty and service moments.
Top 3 Drivers
Customer Support Focus Points
Resonate CX isolated the three highest-impact drivers for support reps to focus on, turning every call into a targeted retention opportunity.
150 Countries
Global Customer Voice Unified
Structured CX capture now feeds into a business serving customers across 150 countries, embedding CX as a strategic differentiator at global scale.
Discover How Sandvik Enhanced Customer Loyalty with Insights from NPS
|
BEFORE |
AFTER |
|
|---|---|---|
|
CUSTOMER INSIGHT SCOPE |
No structured, always-on view of customer loyalty or support-centre sentiment across Sandvik Australia’s diverse industries. |
Two live programs (Relationship NPS + Customer Support Touchpoint capturing short, sharp feedback enriched with rich contextual data for timely insight. |
|
SERVICE RECOVERY |
No systemic mechanism to recover a poor support experience once it happened. |
Customer callback requests enable frontline support reps to close the loop quickly — recovering otherwise lost experiences at the moment they matter most. |
|
STRATEGIC EMBED |
CX treated as an operational metric — disconnected from business strategy discussions. |
Monthly stakeholder reports and text-analytics deep dives embed CX into strategy conversations, turning Robyn-style driver analysis into executive decisions. |
Turning Global Scale Into Focused, Actionable Customer Insight
Two complementary programs give you one complete customer voice
Running a Relationship NPS program alongside a Customer Support Touchpoint program gave Sandvik Australia the full picture — the long-arc view of customer loyalty plus the in-the-moment view of every support interaction. One tells you how customers feel about you overall; the other tells you whether the most recent conversation helped or hurt. Together, they removed the blind spots neither could close alone.
Isolating the top 3 drivers focuses the frontline where it matters most
Resonate CX’s analytics identified the three highest-impact drivers for customer support reps to act on during customer engagement. The result: support conversations stopped being generic and started being targeted — with reps coached on the exact behaviours most likely to move loyalty, not just close tickets.
Callback-enabled loop closure turns service recovery into a retention asset
Customer callback requests built directly into the feedback process let support representatives respond to dissatisfaction immediately — recovering an experience before it calcified into churn. Closing the loop isn’t a nice-to-have; it’s the single fastest path from detractor to promoter.
Short, sharp surveys paired with rich context data deliver faster insight
Sandvik’s programs kept the survey burden light — letting contextual operational data do the heavy lifting. The combination produced richer, timelier insights than long-form surveys ever could, a critical advantage for a business operating across diverse industries, customer segments, and product groups.
Text analytics unlock the “why” behind the score at global scale
Sandvik’s scale — 43,000 employees, sales in 150 countries, hundreds of customer segments — means no dashboard alone can tell the full story. Powerful text analytics and interactive insights environments gave stakeholders the ability to slice, compare, and drill into verbatims across dimensions, surfacing the patterns that matter to each product group and industry.
Monthly reporting elevates CX from operational metric to strategic differentiator
Monthly executive reports kept stakeholders continuously aware of how CX scores were tracking — and deep-dive driver analyses fed directly into business strategy discussions. That’s how CX stops being a downstream measure and starts being a core input to how the business competes, decides, and grows.
Sandvik Group
Sandvik is a global engineering leader providing advanced tools, equipment, and digital solutions for manufacturing, mining, and infrastructure industries.
INDUSTRY
Engineering
HEADQUARTERS
Stockholm, Sweden
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Recognised for CX Excellence: Spring 2026
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