Case Study: MOO boosts customer loyalty and NPS with Chattermill text analytics

How MOO boosted product NPS over 200% by combining sources of feedback

MOO, a global print company producing millions of business cards monthly and serving hundreds of thousands of customers in over 190 countries, wanted to deepen and speed up insight from customer feedback—improving the quantity and quality of insights and reacting faster to detractors despite already strong NPS. To do this MOO partnered with Chattermill, using Chattermill’s text analytics and reporting tools to analyse every NPS survey and customer comment.

Chattermill deployed bespoke theme-and-sentiment models, consolidated multiple data sources, and pushed tickets into Zendesk so teams could close the loop quickly, empowering colleagues across the business to build reports and track sentiment. The results include CX reports used by over 25% of the company, a 20-point increase in Canadian NPS after changing tax collection, a 200% NPS lift for gold-foil business cards, and faster detection and resolution of delivery and operational issues.

MOO

Dan Moross

Director of Customer Experience