Case Study: Story House Egmont reduces churn risk with Netigate

Story House Egmont - Customer Case Study

Story House Egmont, one of Norway's largest media groups, sought to measure and improve subscriber loyalty to mitigate customer churn. They partnered with the vendor Netigate to conduct a project focused on gathering subscriber feedback and gaining actionable insights.

Netigate implemented a solution using its platform to conduct automated SMS surveys measuring Net Promoter Score (NPS), content satisfaction, and delivery. This generated a 14.4% average response rate and revealed a critical insight: 60% of subscribers with low Q1 NPS scores had churned by Q3. This allowed Story House Egmont to proactively contact at-risk customers. The success led to a long-term partnership where the company now uses the Netigate platform daily and has adopted its Managed Services for ongoing strategic consulting.

Story House Egmont

Nina Grannes

Brand and Insights Manager