Case Study: Huel increases NPS by 10 points with Lumoa

Huel - Customer Case Study

The British nutrition company Huel wanted to transform its Net Promoter Score from a static, ignored metric into a strategic KPI. They faced challenges with a manual, non-scalable feedback process and low response rates that prevented them from achieving statistical significance in key markets. To address this, they turned to the customer feedback platform Lumoa.

By implementing Lumoa, Huel gained deep insights that enabled them to analyze NPS at various stages of the customer journey. The Lumoa platform integrated with their systems and provided clear, actionable data that was accessible across the company. As a result, Huel increased its overall NPS score by 10 points and boosted its global survey response rate by 164%, giving every key market a statistically significant score and embedding a customer-centric culture.

Huel

Olivia Chambers

Customer Insights Manager