Case Study: Livelo achieves a 7-point NPS improvement and deeper customer insights with NICE Systems' Satmetrix

Livelo - Customer Case Study

Livelo is one of Brazil’s largest loyalty programs, serving over 19 million participants and operating a 200‑agent contact center in São Paulo. Seeking to better understand the customer journey and improve experience, Livelo found its prior, top‑level brand surveys left it without actionable insights into specific touchpoints and customer perceptions.

Livelo implemented NICE Satmetrix to collect bottom‑up NPS at 15 key moments, turning transactional surveys into NPS readings within 30 days and sharing detailed results with the teams responsible for each journey stage. The program prompted operational changes (chat queue sizing, tool improvements, revamped quality management and focused outreach to detractors), produced 80,000 transactional and 5,000 relationship surveys annually, and delivered a 7.7‑point NPS improvement.

Livelo

Priscila Spohr

CRM Director