Case Study: Outletcity Metzingen boosts NPS and saves time with Chattermill

Outletcity Improved NPS by 13% and Saved Time on Customer Feedback Analysis

Outletcity Metzingen, Europe's largest outlet, was struggling to manage and analyze the vast volume of open-ended customer feedback it collected. The manual process of reviewing comments in Excel spreadsheets was overwhelming, consuming 10-20 hours per week, introducing bias, and paralyzing the team's decision-making ability as they sought to improve customer experience metrics like NPS.

By implementing Chattermill's AI feedback analytics platform, the company unified feedback from five different sources into a single view. The solution enabled the team to quickly identify key drivers of sentiment, prioritize issues, and share insights across departments. As a result, Chattermill helped Outletcity boost its NPS by 13%, reduce negative sentiment by 33%, and save 10-20 hours a week on manual analysis, allowing them to make impactful improvements to the customer journey.

Outletcity Metzingen

Melina Colling

Team Lead, Strategic Projects & CX