Case Study: Stockmann boosts eCommerce conversions with Feedbackly's EVI® Emotional Experience platform

Stockmann - Customer Case Study

Stockmann, one of Finland’s largest retailers, wanted a better way to understand the emotions behind customer behavior across its omnichannel journey. Although it had long tracked traditional CX metrics like NPS and CSAT, it lacked trustworthy tools and deeper insight into what truly motivates customers to return, buy again, or leave, especially across eCommerce, support, and delivery touchpoints. Feedbackly helped Stockmann address this challenge with its CX software and EVI® methodology.

Using Feedbackly’s Emotional Value Index (EVI®) surveys, open feedback, and Customer Journey Analytics, Stockmann began measuring emotional experience at key touchpoints and sharing insights across the company through dashboards and CX Academy training. The results included a strong correlation between EVI® and purchase behavior, improved web store conversions, lower support cases when EVI® was high, and better delivery partner decisions, all helping Stockmann strengthen customer trust and revenue growth.

Stockmann

Sara Toivakainen

Customer Experience Officer