Case Study: Mindful Chef boosts NPS and retention with Chattermill

Mindful Chef boosts NPS by 20% with Chattermill

Mindful Chef, a UK-based meal kit delivery company, faced a significant challenge in retaining customers after a period of high growth during the COVID-19 pandemic. They needed to understand the reasons behind increasing churn and improve their Net Promoter Score (NPS) by moving beyond annual surveys to gain faster, more granular insights from customer feedback. To address this, they partnered with the vendor Chattermill and implemented its AI Feedback Analytics platform.

Chattermill's solution provided Mindful Chef with real-time dashboards to monitor NPS and customer sentiment, enabling the entire company to proactively identify and resolve issues. By acting on specific feedback, such as increasing portion sizes for families and clarifying recipe instructions, the company achieved measurable results. Chattermill helped Mindful Chef boost its NPS by 20% in 12 months, consistently hit internal retention targets, and see significant increases in customer lifetime value.

Mindful Chef