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

Footasylum cuts shipping costs by 8% with Chattermill

Footasylum, a UK-based footwear and apparel retailer, faced a significant challenge with slow and missed deliveries from its carriers, which was leading to a decline in its Trustpilot score and an increase in customer service contacts. Without a way to quantify and prove the impact of these delivery issues to their third-party providers, they struggled to improve operations. To address this, they implemented Chattermill, an AI feedback analytics platform, to centralize and analyze large volumes of unstructured customer feedback.

Using Chattermill, Footasylum was able to generate comprehensive reports that directly linked a specific underperforming carrier to negative reviews and a drop in key metrics. This data empowered them to renegotiate their contract, resulting in an 8% reduction in shipping costs and a 97% delivery-to-promise score. The solution also led to a 42.8% reduction in contacts per transaction and helped elevate their Trustpilot rating from 3.9 to 4.4, significantly improving customer experience and brand perception. Chattermill provided the actionable insights necessary to drive these operational and financial improvements.

Footasylum