Case Study: Puma improves customer experience with CloudCherry

How one of the world’s leading retailers leveraged customer insights to improve store experiences

PUMA, one of the world’s leading sports brands, wanted a better way to measure customer experience in its stores. The company had been relying on periodic mystery shopping, but it was difficult to manage at scale, didn’t reflect feedback from real customers, and couldn’t be integrated with other business systems. PUMA turned to CloudCherry’s Customer Experience Management platform to gather more authentic, continuous customer insight.

With CloudCherry, PUMA shifted to real-time feedback collection from actual shoppers via SMS survey links and in-store QR codes, tracked NPS and other CX metrics, analyzed open-ended comments, and set up alerts for negative feedback. CloudCherry also integrated with PUMA’s CRM and enabled stakeholder dashboards and reporting. As a result, PUMA saw a 20% increase in overall NPS, improvements of 5–9% in store team ratings, a 5% gain in cleanliness, an 8% improvement in billing efficiency, and a reduction in staff-related complaints from 40% to 18%.

Puma

Abhineet Rawat

Manager