Case Study: Vivino achieves 20% higher customer retention and 30% NPS improvement with Looker

Vivino leverages data to drive growth and the best possible customer experience

Vivino, the world’s largest online wine marketplace and most‑downloaded wine app, uses community data to personalize wine discovery for millions of users. As the company scaled globally (12M wines, 44M users, 1B scans by early 2020), data was scattered across spreadsheets and siloed tools, producing inconsistent metrics, eroding trust, and complicating eCommerce decision‑making and customer support.

Vivino centralized its data in AWS Redshift and implemented Looker with LookML to create a single source of truth, dashboards, alerts, and embedded analytics for partners, plus NLP sentiment analysis via AWS Comprehend. The change put data in employees’ workflows, enabling faster issue resolution and targeted outreach, and drove measurable gains: over 50% of the company uses data daily, customer retention rose 20%, NPS improved 30%, and Vivino launched analytics products for winery and merchant partners.

Vivino

William Moor

Director of Business Intelligence