Case Study: UK’s Largest Speciality Jeweller boosts warranty sales and NPS with Market Force

UK’s Largest Speciality Jeweller - Customer Case Study

A UK's largest speciality jeweller was struggling with its existing customer satisfaction survey provider, which failed to deliver actionable insights and took months to implement changes. Seeking to improve customer service and gain a competitive edge, the jeweller turned to the vendor Market Force for a new customer experience program.

Market Force implemented a new survey and engagement campaign, which quickly identified that nearly 20% of customers were not being informed about the valuable warranty program. Using this insight, the jeweller altered its staff training, leading to a warranty information rate jump to almost 90%. This resulted in a 10% increase in warranty upsells, which paid for the entire Market Force program within two months, and contributed to a 9% increase in Net Promoter Score (NPS).