Case Study: Johnson Outdoors improves customer feedback analysis with Lumoa

Johnson Outdoors - Customer Case Study

Johnson Outdoors, an American outdoor recreational products company, faced significant challenges with its manual NPS feedback process. Their previous system was error-prone, failed to deliver detailed insights, and made it difficult to distinguish between agent performance issues and problems with products or company policies. To overcome this, they turned to the vendor Lumoa for a modern solution.

Lumoa automated the collection and analysis of NPS feedback for Johnson Outdoors. The solution provided customizable dashboards that delivered detailed, actionable insights to different teams. This allowed them to correctly attribute feedback, improve agent coaching, and quickly identify product or policy issues. As a result, Johnson Outdoors now reliably maintains an NPS score above 50 and can swiftly address problems, such as a significant drop caused by a product update, ensuring customer satisfaction remains high.

Johnson Outdoors

Rhonda Green

Senior Consumer Services Manager