Case Study: Lumens Light + Living achieves higher customer satisfaction and automated transactional surveys with Celigo

Lumens Light + Living - Customer Case Study

Lumens Light + Living, a retailer of design-oriented lighting, fans and home accessories, needed a reliable, transaction-based way to measure customer satisfaction across multiple entry points (in-store, web, phone, installation). Having implemented NetSuite, Lumens wanted surveys tied to transactional events and specific questions per purchase type; because off-the-shelf survey tools weren’t transaction-driven, Lumens engaged Celigo to build an integrated solution within NetSuite.

Celigo delivered a NetSuite-native survey management solution using custom records, SuiteScript, saved searches, email templates and KPIs to send transaction-specific automated emails, link branded surveys to transaction records, and rank/weight responses for meaningful scoring. The system was easily re-purposed (notably to automate estimated ship-date communications), sending about 13,000 emails in eight months and producing an immediate uplift in customer satisfaction of nearly one point on a 1–5 scale, while putting maintenance and reuse control in Lumens’ hands.

Lumens Light + Living

Jenny Thielen

Web Operations Manager