Case Study: FIGS achieves elevated customer experience and closes the feedback loop with Delighted

FIGS - Customer Case Study

FIGS, the Santa Monica–based direct-to-consumer medical apparel and lifestyle brand, needed a scalable way to measure customer loyalty and turn feedback into product and service improvements. To centralize its Voice of the Customer and make Net Promoter Score (NPS) actionable across the organization, FIGS implemented Delighted’s NPS platform and related services.

Using Delighted’s Trends and Smart Trends plus integrations with Shopify, Zendesk, Webhook, Slack and Stitch, FIGS surveys about 12% of orders (sent 10 days after purchase), routes detractor feedback into a Zendesk queue to close the loop, and reports NPS weekly and monthly. That setup powered product changes (notably sizing/fit), informed executive decisions, improved CX responsiveness during COVID, and helped FIGS reach an 81+ NPS in 2021 — all enabled by Delighted.

FIGS

Michael Bair

VP of Customer Experience