Case Study: Shinesty achieves a 20–30% boost in CSAT response rates (up to 58%) with Nicereply

Customer Effort Score and frictionless experience at Shinesty

Shinesty, a Boulder-based e-commerce clothing retailer known for its playful brand and ~30 employees, needed better ways to measure customer satisfaction and effort. Their Zendesk email CSAT surveys averaged only 15–17% response rates, and trying to add CES surveys risked sending yet another transactional email and creating more friction for customers.

Shinesty replaced Zendesk CSAT with Nicereply’s in-signature CSAT and adopted Nicereply’s CES for transactional messaging. That change boosted weekly CSAT response ratings by 20–30% and produced a peak CSAT response rate of 58%, while freeing a transactional email slot to collect CES feedback and reducing customer effort.

Shinesty

Antonio King

Director Experience