Case Study: a largest global retailer improves NPS with C5i

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

The client, one of the largest global retailers, faced a challenge with high post-delivery returns that resulted in a poor customer experience, a low Net Promoter Score (NPS), and a drop in revenue. They engaged the vendor, C5i, to address these issues by optimizing their distribution center operations.

C5i deployed a team of experts to collect and process multi-channel data, using NLP techniques to structure unstructured feedback and map negative reviews to specific delivery centers. Their analysis identified packaging issues as the primary cause of the low NPS. By enabling the client to test a solution that omitted the problematic distribution center, C5i helped achieve an enhanced NPS for key customer segments and an increment in revenue due to reduced returns.