Case Study: Bonobos achieves real-time customer insights and measures customer love with Delighted

Bonobos - Customer Case study

Bonobos, a New York City–based fashion brand targeting busy professional men, needed a faster, simpler way to capture customer sentiment because long surveys weren’t working and the company felt it was “flying blind.” To measure customer love and make Net Promoter Score (NPS) their primary feedback metric, Bonobos implemented Delighted as a quick, elegant feedback tool.

Delighted delivered an easy-to-use NPS platform and API that gives Bonobos real-time, granular insights—by Guideshop, product category, order, and quarter—so teams across the company can act on customer feedback. Using Delighted, Bonobos tracked score trends, quickly detected and rolled back a problematic shipping change (avoiding “disaster”), and turned continuous customer input into measurable improvements in operations and product decisions.

Bonobos

Evan Maridou

Senior Manager of Customer Experience