Case Study: H&M Israel improves customer satisfaction and speeds complaint resolution with Howazit

H&M Israel resolves customer complaints faster with Howazit and lifts satisfaction above industry benchmark

The customer, H&M Israel, sought to better understand customer needs across its store and online experiences in order to maintain high satisfaction in a competitive retail environment. To address this challenge, they partnered with the vendor Howazit to implement its adaptive feedback service.

Howazit's solution provided an interactive post-purchase feedback program that combined satisfaction measurement with open-text commentary. This allowed H&M Israel's management to use weekly reports to identify recurring issues and shorten internal processes, enabling them to apply practical solutions quickly. As a result of working with Howazit, the company resolved complaints more efficiently and saw its satisfaction and loyalty scores rise above the industry benchmark.

H&M Israel