Case Study: Melitta achieves NPS +50 and a 60% response rate with CustomerGauge's Net Promoter System

Brewing a First-Class Blend of Coffee and Customer Service

Melitta, the family‑owned German-Austrian maker of coffee machines, filters, household products and a customer service hotline, needed a fast, simple, ongoing way to measure both satisfaction and advocacy. Occasional surveys had been slow, didn’t track advocacy well, and left the company without continuous insight into product and service performance.

Melitta implemented the Net Promoter System with CustomerGauge (and j/s/w Consulting managing the rollout), integrating surveys via an API and running transactional surveys—post‑purchase surveys after product use and immediate follow‑ups after service calls. The program achieved nearly 60% response rates and initial NPS scores above +50 (far exceeding the +20–25 target), delivering quick service improvements, actionable product R&D insights, minimal extra costs, and plans to expand to other markets.

Melitta

Christoph Sundermeier

Melitta