Case Study: a Fortune 500 retail company boosts NPS by 20% with Chatter

How do you build a better customer experience

A Fortune 500 retail company wanted to improve overall customer satisfaction, but it wasn’t clear which parts of the experience needed the most attention. To gather detailed consumer insights, the company turned to Chatter for a feedback program focused on curbside pickup.

In a three-month pilot launched in November 2020, Chatter sent post-pickup emails that directed shoppers to desktop or mobile conversations where they could share feedback, and Chatter’s AI analyzed the responses against retail-related topics. The campaign generated 121,399 conversations and identified 2,595 unique topics, helping the company discover that customers were most frustrated by having to call the store to announce their arrival; by reducing that friction, the company increased its NPS by 20% by the end of the pilot.