- With CustomerGauge, they can now execute Net Promoter Score surveys with their own customer data through Salesforce and quickly follow up at the contact-level
- After only one year, their CX program has achieved a 44% response rate and 93% revenue coverage rate — securing their spot as an AX Award nominee!
- Gathering customer feedback using CustomerGauge has helped Trivium overcome new challenges and outside pressures in the packaging industry
- Trivium lives by Salesforce; having the ability to integrate their Salesforce data with CustomerGauge is the most valuable to them
The high-stakes world of packaging demands quick, responsive actions, a challenge Trivium Packaging embraces by placing customer experience (CX) at the heart of every decision.
As a global leader in metal packaging solutions, Trivium operates over 40 facilities worldwide and employs roughly 7,500 people in 20 countries.
Their 3.1 billion dollar enterprise crafts precision-engineered products from threaded bottles and aerosols to beverage containers and food cans made from steel, tinplate, and aluminum.
But what ensures Trivium’s shipments stay on time and inventory is monitored no matter the circumstances?
Trivium Packaging has gained a competitive edge by following up on B2B customer feedback using CustomerGauge in an industry where excellence is non-negotiable.
The business left behind a Net Promoter Score (NPS) program with a well-known market research company to build a customer experience program with CustomerGauge.
With B2B customer experience already rooted in Trivium’s culture driving their passion and working with the CustomerGauge team, they have since achieved:
93% revenue coverage rate — a 2024 Account Experience (AX) Award nominee for this incredible milestone!
44% response rate — they went from not knowing who responded to their survey to hearing from almost half of their customer base in one year
Quickly closing the loop on the most important areas of business including responsiveness, contact support, product quality, and more
And to think they’re only getting started.
To learn more about Trivium Packaging’s customer experience journey, we chatted with two champions who work directly within their program: Derk Wentink, Transformation Director, and Jolle van der Mast, Sales Director of Paints & Coatings.
Let’s unpack it.
Trivium Packaging’s Challenge: Zero Insight Into Viewing & Following Up With Contact-Level Feedback
Before rolling out a customer experience program through CustomerGauge, Trivium relied on a previous supplier to execute their NPS surveys.
This was a hands-off initiative where their supplier collected B2B customer feedback for Trivium once a year.
Aside from only having a small window into their customer experience, they ran into two other challenges that affected how they improved their B2B relationships:
They were unable to view who had responded to the survey
They couldn’t follow up on the feedback from an individual contact level
For Derk, Jolle, and the Trivium team, running Net Promoter was all about learning what the business could improve upon; not just sending surveys for the sake of doing so.
Anyone can start an NPS program, but what’s the point of sending out surveys without following up on the feedback?
Customer centricity has been at the forefront of Trivium’s business initiatives for years; so when it came time to partner with CustomerGauge for NPS, the team was eager to get started and prove to their customers they were listening.
Why Trivium Chose CustomerGauge as Their CX Partner
Trivium is a renowned packaging solutions provider, so partnering with a world-class B2B CX software company like CustomerGauge made sense.
However, while chatting with Derk and Jolle, we uncovered why Trivium chose CustomerGauge as their software of choice.
“The user interface and experience (UI/UX) of your platform is great and easy to use compared to others. In a couple of clicks, our customers know that filling out our surveys won’t take a lot of time — it’s super simple.
We know the more we run surveys, the more our customers will recognize it and fill it out” said Jolle.
Many customer experience software require extensive training to operate, however, CustomerGauge is designed for teams to be up and running right after implementation.
🔥 Trivium’s Rapid-fire Benefits of CustomerGauge:
Salesforce integration
Ability to fully execute surveys by themselves using their own data from Salesforce
Built to quickly close the loop directly with the contact that provided feedback
The user experience of the platform itself: “Nice, clean, and simple but modern”
As we shared earlier, Trivium has already achieved an outstanding 44% response rate. With the team’s strong grasp of CustomerGauge’s CX best practices, we know they’ll improve that number in no time.
Jolle continued, “Another element is the ability to send direct links through CustomerGauge to customers to fill out the survey, rather than having [customers] dig around in their email for the survey – I think that’s what made us successful this year.”
Trivium Packaging’s favorite and most used feature within the CustomerGauge platform? The Salesforce integration.
Derk shared, “What we really love is being able to push our contacts from Salesforce into CustomerGauge and launch the surveys, and that works well because we’re maintaining our contacts in Salesforce — we live by this system.”
Right now they’re working with CustomerGauge to upload all of their data received from CustomerGauge surveys (NPS scores, drivers, comments, etc.) into Salesforce so it lives in both spaces.
Where Closing the Loop Is Making the Biggest Impact on Trivium Packaging
In one year Trivium went from not knowing what customers are saying about their business to exactly which areas customers love, what needs improvement, and more.
Using their NPS surveys, Trivium now digs even deeper into their services to prioritize business strategies through specific driver questions.
The most important drivers they monitor and receive positive feedback on are:
Responsiveness
Customer support
Quality
Product offering
Lead times
Reliability
They close the loop directly with the contact to understand their reasoning for their score and to get better results every time they survey that customer.
“Think very well before you introduce [drivers]. Make sure they’re clear for the reader, and then keep it consistent because as a provider of NPS, I’m trying to see a trend in my business.
That’s why I am promoting working with CustomerGauge longer because the system is the same for the customers. [CustomerGauge] keeps drivers the same, so you can actually see trends over time and then manage your business accordingly.” said Jolle.
From top leadership to the frontline, every Trivium employee keeps the customer experience at the heart of what they do.
The Implementation Process With CustomerGauge
Switching from an NPS program where someone ran it for you to a fully in-house initiative can sound daunting for any business.
However, for Derk, Jolle, and the team, CustomerGauge helped make the process as easy as possible.
Derk shared, “I’ve been working with Bahar [CustomerGauge’s Strategic Account Manager] over the past few months and we’ve built a relationship very quickly.”
Key Results & Future Goals: CustomerGauge’s Impact on Trivium’s Business After One Year
The Trivium team has quite a few accomplishments to be proud of in 2024!
As we highlighted earlier, their program achieved a 44% response rate after their latest distribution of NPS surveys.
“Currently, we’re having our survey sent annually but we’re also introducing case management to our customers. So, one area on our roadmap is to get more direct feedback by asking for it more regularly on very specific topics around a case,” said Derk.
“This wouldn’t be instead of what we do today but more of a complement to the survey we’re running now.”
Jolle also shared their plans regarding responses in 2025: “I’d like to see more people leave comments [in our surveys]. A comment is the most valuable because you can really tell what the NPS score is about.”
While Trivium Packaging’s program is only a year old, it has yet to prove a return on investment (ROI).
However, they have successfully uploaded revenue for each of their accounts.
So much so, the company has already received a 93% revenue coverage rate, meaning that almost 100% of their accounts have revenue uploaded before surveying.
This milestone put them in the running for an AX Award at The Fourth Annual AX Awards this year, going head-to-head with nominees with much more mature programs.
Aside from (of course) wanting to take home the revenue coverage AX Award next year, their goal is to implement real-time feedback, continue having their frontlines work on increasing response rates, and hear from as many customers as possible to eventually increase their Net Promoter Score.
With customer experience at the center of Trivium Packaging’s business strategies, we’re confident they will continue to achieve every CX milestone they have on their roadmap — Derk is, too! ⤵️
Ready to Deliver Competitive Customer Experiences Like Trivium Packaging?
Any packaging company thinking, “It’s too late to get started” or “What difference will it make on our business?” should revisit Trivium Packaging’s CX journey.
Can you believe the impact just one year makes when a team comes together and decides that it is critical to listen to their B2B customers?
When your partners see that you’re actively taking the measures to hear what they have to say about your business, you begin to set yourselves apart from the competition in this saturated market.
Ready to get started just like Trivium did? Let’s chat today!
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