Case Study: HelloFresh drives innovation and retention with Chattermill

How Chattermill helps HelloFresh use Customer Feedback to Drive Innovation & Retention

HelloFresh, a fast-growing meal-kit company, needed a better way to understand customer feedback across the full journey so it could strengthen retention, support expansion into new markets, and build a more customer-centric culture. To do that, HelloFresh used Chattermill’s Unified Customer Intelligence Platform to uncover the drivers of customer sentiment, link feedback to revenue and retention, and guide teams across CX, Product, Operations, and Culinary.

With Chattermill, HelloFresh turned feedback into action, leading to innovations like a fully recyclable insulation pouch and electrified last-mile delivery in Benelux. The results included 33% fewer cancellations related to packaging, 15% fewer kilometres driven each week in Benelux, a 30% increase in average order value, and 4% growth in average orders per customer. Chattermill also helped HelloFresh quantify the financial impact of CX issues and connect NPS improvements to retention and revenue growth.

HelloFresh

Stefan Platteau

Associate Director of Global Product Strategy and Analytics