Case Study: Huel increases NPS by 10 points with Netigate CX

We wanted something that could grow with us and that could almost do more than we needed it to do at the time

Huel, a British company that produces nutritionally complete food, needed to scale its customer feedback program to make NPS a key business metric. Their challenge was achieving statistically significant response rates across all key markets, as their previous manual process for analyzing feedback and conducting A/B tests was not scalable. They partnered with Netigate to find a more robust solution.

By implementing Netigate CX, Huel gained a solution that integrated with their tools like Zendesk, enabling them to analyze customer feedback more granularly and respond directly to comments. This allowed for more systematic A/B testing and targeted actions in different markets. The results were significant: Netigate helped Huel increase its NPS score by 10 points and achieve a 164% increase in global response rates, providing them with meaningful, real-time customer insights.

Huel

Olivia Chambers

Customer Insights Manager