How Gusto improves customer experience by finding actionable insights faster with Sisu

In her first query with Sisu, Jasmine wanted to understand how to improve customer benefit satisfaction (BenSat). BenSat measures the satisfaction of Gusto end-users (individual employees within a customer’s business) through their benefit enrollment experience, and the average of this metric is a key indicator of overall Gusto customer health. Going into the analysis, Jasmine’s team knew that the overall enrollment rate of a customer’s employees was an important indicator of customer health. However, when they used Sisu’s drill-down features they were able to find exactly what subpopulation of features within healthcare enrollment are critical for customers to offer their employees. With this level of in-depth understanding of how individual factors within benefit enrollment and benefit offerings impacted employee experience, Jasmine was able to inform the Customer Experience team on how to better support Gusto’s customers. She empowered the team with the data they needed to be more prescriptive with customers to improve the enrollment experience they offered their employees. These recommendations not only improved their customer’s employee experience but also helped Gusto meet one of their business values — helping small and medium businesses take care of their hard-working teams.