Case Study: Footasylum boosts delivery speed and cuts shipping costs with Chattermill

Footasylum Boosts Delivery Speed and Cuts Shipping Costs by 8% Through Customer Insights

Footasylum, a UK-based retailer of branded footwear, clothing, and accessories, needed a better way to understand and fix delivery issues that were driving up customer contacts and hurting its Trustpilot score. With slow and missed deliveries during peak season, the team needed a clearer view of customer feedback and the impact of third-party carriers on the customer experience, so they turned to Chattermill.

Using Chattermill to centralize and analyze NPS surveys, CSAT responses, and Trustpilot reviews, Footasylum identified the carriers and delivery themes causing the biggest problems. Chattermill helped the team build evidence to renegotiate carrier terms, cut shipping costs by 8%, improve delivery performance, reduce contacts per transaction by 42%, and raise its Trustpilot rating from 3.9 to 4.4.

Footasylum

James McGhee

Director of Customer Experience