Case Study: H&M Israel accelerates customer feedback resolution with Howazit

How H&M Israel improved and accelerated processes through customer feedback

H&M Israel, the local franchisee of the international Swedish fashion retailer, faced the challenge of measuring and improving the customer experience within Israel's competitive retail market. Their goal was to identify customer pain points and maintain a high level of satisfaction across both their physical stores and online operations. To achieve this, they partnered with the vendor Howazit to implement its Voice of the Customer (VoC) solution.

Howazit's solution used an interactive chatbot to automatically collect post-purchase feedback from customers, which included an NPS loyalty question. This provided management with direct insight into customer needs and significantly accelerated internal processes for addressing complaints. As a result, H&M Israel was able to quickly resolve recurring issues, leading to a measurable increase in customer satisfaction and an NPS score that exceeded the industry benchmark.

H&M

Lilach Flato

Director of Marketing and Customer Experience