Case Study: Largest Global Retailing Company boosts NPS and reduces returns by optimizing distribution center operations with Blueocean Market Intelligence

Multi-channel Insight for Enhancing the NPS by Optimizing Distribution Center

Largest Global Retailing Company engaged Blueocean Market Intelligence to tackle high post-delivery returns that were degrading customer experience, lowering Net Promoter Score (NPS), and reducing revenue. Blueocean deployed its data engineering and insight team using its 360 Discovery approach, ingesting call-center logs, customer surveys and digital platform data, converting unstructured feedback into structured ontologies and applying NLP to trace issues back to fulfillment nodes.

Blueocean Market Intelligence mapped negative feedback to specific distribution centers, identified controllable (poor/over/incorrect packaging) and non‑controllable causes, and supported ship‑from‑store tests that omitted the implicated DC. The solution produced targeted remediation plans, reduced returns, and improved NPS for defined customer segments by 20 basis points, with measurable gains in customer experience and downstream revenue.