Case Study: IVALO.COM boosts NPS, CX, and revenue with Feedbackly

IVALO.COM - Customer Case Study

IVALO.COM, a sustainable fashion marketplace with more than 100 brands, wanted a more organized way to measure and improve customer experience across its online store. The company was struggling with user experience that lagged behind expectations, plus challenges in attracting new customers and retaining existing ones.

Feedbackly helped IVALO.COM build an omnichannel CX program using popup, embedded, email, and URL surveys to collect feedback across the customer journey, from pre-purchase to after-purchase. With Feedbackly’s notifications, analytics, and CX guidance, IVALO.COM quickly acted on insights around product selection, pricing, product information, and purchasing flow, leading over six months to a 41% increase in NPS, a 16% increase in CES, average month-to-month revenue growth of 28%, customer growth of about 25% month-to-month, and retention rising from 8% to 18%.

IVALO.COM

Hanna Sairinen

Chief Digital Officer