Case Study: woom Bikes achieves improved customer experience and +46 eNPS with Momentive

How woom bikes establishes an employee-first approach to enhance the customer experience

woom Bikes, a rapidly growing children’s bicycle manufacturer, faced major production and customer-service challenges during the pandemic as demand surged and supply shortages disrupted fulfillment. To maintain its customer-first mission, Director of Global Experience April Obersteller and Head of Global Voice of the Customer Christopher Hogan needed robust feedback loops and chose the Momentive CX solution for its GDPR compliance, scalability, and rapid implementation.

Using Momentive, woom Bikes launched employee and customer surveys (starting on day one of implementation) to capture internal insights that drive customer experience improvements—covering learning and development, engagement, QA, offboarding, and post-purchase journeys. Within two quarters they achieved measurable impact: an 86% learner satisfaction rating and a +46 eNPS, while also gaining consolidated NPS and CSAT tracking, higher survey adoption, and faster, data-driven follow-up actions through Momentive.

woom Bikes

April Obersteller

Director of Global Experience