Case Study: Fortune 500 Retail Company boosts NPS by 20% with Chatter

F500 Company Boosts NPS by 20% in 3 months with Chatter

Fortune 500 Retail Company wanted to improve overall customer satisfaction but needed clearer insight into which parts of the customer experience needed the most work. To gather detailed feedback, the company partnered with Chatter and launched a focused pilot around its curbside pickup service.

Using Chatter’s AI-powered conversation platform, the company sent post-pickup email prompts that guided customers into desktop or mobile feedback conversations. Chatter analyzed more than 121,000 conversations and identified 2,595 topics, revealing that the biggest pain point was having to call the store to announce arrival. By addressing that friction, the Fortune 500 Retail Company increased its NPS by 20% in three months.