Case Study: Bloom & Wild achieves a 97% recipient NPS lift and unified real-time CX insights with Chattermill

Delivering insights throughout the customer journey to build a truly customer centric organisation

Bloomwild, a UK top‑rated online florist operating across four countries with 90+ employees, needed to better understand customer perception of flower quality and other hard‑to‑reach touchpoints across the customer journey. To do this they turned to Chattermill and its customer experience/text‑analytics platform to capture and analyse granular, multilingual feedback and surface insights for every team.

Chattermill integrated multiple feedback channels and languages into a single source, delivering near real‑time topic and sentiment analytics that plug into existing tools so teams can act fast. Using Chattermill’s platform Bloomwild drove measurable improvement — Global Sender NPS reached 84, sender NPS rose by 3%, and recipient NPS increased by 97% after taking actions from the insights.

Bloomwild

Kirsty Macdonald

Head of Customer Experience