Sandvik: Global CX Across 150 Countries, 43K Staff
Discover how Sandvik strengthened customer loyalty and service experiences across its global mining, engineering and infrastructure businesses using NPS, customer feedback and text analytics.
Read the Full CX Case Study
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.
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.
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
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 CX Insights
Two programs create a complete customer view
Relationship NPS shows long-term loyalty, while Customer Support Touchpoint feedback captures the latest interaction. Together, they give Sandvik a more complete view of customer experience.
Top 3 drivers focus frontline action
Resonate CX identified the three highest-impact drivers for support teams, helping reps focus on the behaviours most likely to improve loyalty.
Callback requests turn recovery into retention
Built-in callback requests let support reps respond to dissatisfied customers quickly, helping recover poor experiences before they become churn.
Short surveys plus rich data deliver faster insight
Keeping surveys concise while enriching feedback with contextual data gave Sandvik faster, deeper insights across diverse industries and customer groups.
Text analytics reveals the ‘why’ behind the score
At Sandvik’s global scale, text analytics helped stakeholders explore verbatims across products, industries and customer segments to uncover meaningful patterns.
Monthly reporting makes CX strategic
Regular executive reporting and driver analysis kept CX visible in business discussions, turning customer experience from an operational metric into a strategic differentiator.
Sandvik is a global engineering leader providing advanced tools, equipment, and digital solutions for manufacturing, mining, and infrastructure industries.
Engineering | Industrial
HEADQUARTERSStockholm, Sweden
We Are the Right CX Partner for You
Speak to us and find out how we can help your business thrive.
Recognised for CX Excellence: Fall 2026
Related Resources
-
- Case Study
Expedia
Deployed real-time CX dashboards across 200+ booking sites in 75 countries, driving NPS-led quarterly action plans. -
- Case Study
Workplace Assured
Achieved 25%+ response rates on a first-ever VoC programme, closing the loop in real time with frontline advisors. -
- Case Study
TasNetworks
Replaced a decade-old VoC programme with real-time CX, growing monthly feedback from 140 to 5,000 responses.
