Case Study: Verishop achieves faster issue resolution and improved customer experience with Delighted

Verishop - Customer Case Study

Verishop, an e-commerce marketplace for curated fashion, home, and beauty brands, needed a way to connect customer feedback across the entire journey and get to the root cause of problems despite varying vendor fulfillment times. With a small CX team focused on rapid, proactive listening, Verishop turned to Delighted to capture on-the-spot feedback using NPS and CSAT surveys (email distribution) and to surface trends quickly across the organization.

Delighted’s NPS and CSAT surveys—integrated into Slack and reported weekly—gave Verishop clear, shareable metrics and comments that leadership (including the CEO) can act on. Using Delighted, Verishop adjusted survey timing (CSAT at 48 hours, NPS at 10 days), identified and fixed a product-description mismatch, and now tracks month-to-month scores with targets of ~88 CSAT and NPS in the 70s, more promoters than detractors, and issue resolution within 24–48 hours. Delighted’s reporting and integrations made those improvements measurable and repeatable.

Verishop

Jules Duarte

Director of Customer Services