Case Study: HelloFresh drives innovation and retention with Chattermill

HelloFresh boosts average order value by 30% with Chattermill

HelloFresh, a global integrated food solutions group, faced the challenge of understanding the customer experience across its entire journey to enhance its customer-centric culture and improve retention. To find areas for improvement and innovation, they chose to use the Chattermill platform and its AI Feedback Analytics to measure sentiment and understand the impact of customer feedback on revenue.

Chattermill provided a solution that empowered every department at HelloFresh to uncover key drivers behind customer feedback. This enabled innovations like a recyclable insulation pouch, which reduced related cancellations by 33%, and process optimizations that cut delivery kilometers by 15%. By linking customer feedback to retention metrics, HelloFresh achieved significant results, including a 30% increase in average order value and a 5x multiplication in global revenue over five years.

HelloFresh