Case Study: Koçtaş Improves Omnichannel Customer Experience with Alterna CX

Koçtaş launches 10+ touchpoint NPS in less than a month with Alterna CX

Koçtaş, a top home improvement retailer in Turkey handling over 10 million annual transactions, faced significant challenges with its Voice of Customer program. Their feedback collection was infrequent and manual analysis of open-ended responses was too slow, preventing timely insights and corrective actions. This hindered their goal of becoming a customer-centric, omnichannel organization. They partnered with vendor Alterna CX to implement a new solution.

Alterna CX designed and launched a comprehensive NPS program across Koçtaş's 20+ physical and digital touchpoints in under a month. The solution provided real-time, ML-based text and sentiment analytics on open-ended feedback, enabling immediate identification of issues. Results included equipping all customer-facing teams with specific insights, integrating feedback into performance scorecards, and automating workflows for addressing negative feedback. Alterna CX enabled Koçtaş to gain real-time insights and take prompt action to improve customer experience.

Koçtaş