Case Study: Zip Water UK achieves NPS growth from +2 to +73 with Genroe

Zip Water UK lifts NPS from +2 to +73 with Genroe

Zip Water UK faced the challenge of improving a low Net Promoter Score (NPS) of +2 and enhancing its overall customer experience. They partnered with the vendor Genroe and utilized the CustomerGauge NPS account experience system to gather and analyze customer feedback.

Genroe's solution involved deeply embedding a customer experience culture and performing relentless root-cause analysis on all feedback without making NPS a formal KPI. This approach, supported by their technology, enabled Zip Water UK to systematically identify and fix underlying issues. As a result, the company achieved a dramatic and measurable improvement, lifting its NPS from +2 to +73 over a three-year period.

Zip Water UK