Transactional NPS (TNPS) To Improve Customer Experience

Transactional NPS (tNPS) to improve Customer Experience

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Case Study

Transactional NPS (tNPS) to improve Customer Experience

Retail

Problem Statement

A premier Retail Coffee Chain was revamping its stores and wanted feedback on the product offerings and newer ambience. Basis the feedback they would improvise and replicate it across multiple other stores.

How Zykrr delivered impact

A dynamic item-based feedback survey was rolled out to understand specific feedback on the product the consumer had ordered
Deployed a tightly integrated customer feedback system across all stores based on the orders
Consumers were prompted to give feedback on the specific item the customer had ordered
Specific product-based feedback was sent to the relevant department to take action
Set up integrated rule-based escalation management system for dis-satisfied customers to get back the customers back into the system

Net Promoter, Net Promoter Score, and NPS® are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

Transactional NPS (tNPS) to improve Customer Experience

Problem Statement

How Zykrr delivered impact

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