Case Study: Monica Vinader improves NPS and customer loyalty with Chattermill

How Monica Vinader Unites Their Business Around the Voice of the Customer with Chattermill

Monica Vinader, the global jewellery brand, wanted to turn its customer experience function into a driver of business strategy and needed a way to quickly unify and understand customer feedback from across the business. The company used Chattermill’s Unified Customer Intelligence platform to bring together NPS, CSAT, post-purchase surveys, and Trustpilot reviews into a single source of customer truth.

With Chattermill, Monica Vinader built shared dashboards, used Impact Analysis to understand NPS changes, and set up Anomaly Alerts to spot churn risks early. The result was stronger cross-functional alignment, operational changes driven by customer insights, a consistent NPS score above 70, and a 4.9 Trustpilot average with over 93% of reviews being 5 stars.

Monica Vinader

Jade Roberts

Head of Customer Experience