Case Study: Happy Returns achieves a 95 NPS and real-time customer feedback at scale with Delighted

Happy Returns - Customer Case study

Happy Returns, a Santa Monica–based enterprise software and logistics company founded in 2015, reimagines online returns with Return Bars and Returnistas to provide fast, box-free refunds. As the company rapidly scaled — growing Return Bar locations from about 50 to 300 in a year — Happy Returns needed a way to continuously measure and act on customer experience across locations and retail partners. To solve that challenge they adopted Delighted’s Net Promoter Score (NPS) surveys.

Delighted’s real-time NPS surveys feed daily scores and verbatim comments into Happy Returns’ workflows, Slack channels, team meetings and investor materials, giving immediate, actionable feedback. The program helped drive an industry-leading NPS of 95 with a 33% response rate, informed product roadmap decisions, Return Bar placement and Returnista training, and provided proof points for retail partners and investors — outcomes Happy Returns attributes directly to Delighted’s integrations and support.

Happy Returns

Cassie Layton

Head of Marketing