Case Study: PUMA achieves rapid digital transformation and increased revenue with GetFeedback

How multi-dimensional customer feedback drove PUMA’s digital transformation

PUMA, the global sportswear brand, was forced to accelerate a multi-year digital roadmap when the pandemic drove customers online in 2020. The shift revealed spikes in support inquiries, higher-than-average cart abandonment and friction at checkout, but the team lacked specific, timely customer feedback to diagnose and prioritize fixes.

PUMA deployed GetFeedback across the customer journey—checkout, confirmation, FAQ articles and cart-abandonment prompts—uncovering a PayPal connectivity issue and demand for more payment options, and learning customers used carts as wish lists (leading to a wishlist feature). After fixing PayPal and adding Apple Pay, Afterpay and SMS updates, results included PayPal orders up 52% and order value up 62%, a 62% reduction in payment-related support contacts, an 11% NPS lift, reduced cart abandonment and fewer negative customer comments.

Puma

Joey CasaDeCalvo

manager, customer service