Case Study: Jules strengthens customer experience and NPS-driven ROI with Goodays

Jules boosts NPS ROI by €0.15 per customer with Goodays

Jules, a fashion retailer with over 560 stores, faced challenges in measuring customer experience. Their previous global satisfaction tool failed to provide insights into different buying paths and did not empower local store teams to take ownership of customer relations. They turned to Goodays to help them get a local response to customer feedback and demonstrate the ROI of their customer satisfaction efforts.

Goodays implemented its platform to give Jules a precise view of the customer experience. The solution was quickly adopted by teams, with about three people per store using it to respond to reviews. Most significantly, Goodays helped Jules discover a clear link between NPS and revenue: a one-point increase in NPS resulted in an additional €0.15 per customer, demonstrating a measurable return on their CX investment.

Jules