Case Study: Jordan GMBH achieves +9-point NPS lift and 35–40% survey response rates with CustomerGauge

Building better customer service with Net Promoter

JOKA (Jordan) is a third-generation, family‑owned German flooring and home‑textile wholesaler (47 stores in Germany, plus locations in Austria and France) that wanted to improve customer experience beyond occasional 10–20 question surveys which returned only ~20% response rates. Staff were initially wary of using survey results to judge individuals, so the company needed a more effective, trust-building measurement program.

Working with j/s/w Consulting, JOKA adopted the Net Promoter System® using CustomerGauge, running an annual relationship survey to ~10,000 customers with reminders and store-level reporting. Response rates rose to 35–40%, store managers follow up within three days on every response, and closed‑loop reporting tracks fixes; over two campaigns NPS climbed from +29 to +38 and customer service improvements became measurable.

Jordan GMBH

Norman Virks

Head of Marketing