Case Study: Outletcity Metzingen improves NPS by 13% and saves time with Chattermill

Outletcity Metzingen boosts NPS by 13% with Chattermill

Outletcity Metzingen, Europe's largest outlet for premium brands, faced a challenge in efficiently analyzing the vast amounts of open-ended customer feedback they collected. Their team was spending 10 to 20 hours per week on manual analysis using spreadsheets, a process that was time-consuming, introduced bias, and hindered their ability to make data-driven decisions to improve customer experience. They turned to Chattermill's AI Feedback Analytics platform to address this.

By implementing Chattermill, Outletcity was able to automate its customer feedback analysis and unify multiple data sources into a single platform. The solution from Chattermill provided actionable insights that led to significant improvements, including a 13% increase in their NPS score, a 33% reduction in negative sentiment, and the reclamation of 10-20 hours of manual analysis work per week.

Outletcity Metzingen