Case Study: FlexyBox achieves 58% churn reduction and improved NPS with ChurnZero

FlexyBox Increases Positive Customer Reviews and NPS With Playbooks

FlexyBox, a POS system that consolidates operations for hospitality businesses, needed to grow beyond Denmark and boost brand awareness and word-of-mouth. Without a reliable way to gauge customer satisfaction, the team couldn’t identify the right moments to ask customers to become advocates, so FlexyBox partnered with ChurnZero and adopted ChurnZero’s integrated NPS survey tool and Playbooks to drive systematic advocacy.

ChurnZero implemented a timed NPS program (60-day onboarding and six-month follow-ups), automated review requests for Promoters, Alerts and Plays for low scores, and Segments to trigger proactive remediation and review-update asks. As a result, FlexyBox reduced churn by 58% despite 10% customer-base growth, improved NPS score and response rates, and achieved a 25% increase in Trustpilot ratings, converting more customers into reviewers, case-study participants, and referrers.

FlexyBox

Rasmus Munck Qvistgaard

Customer Experience Manager