Case Study: Blueberry Markets achieves measurable customer satisfaction and higher NPS with Nicereply

How Blueberry Markets benefits from measuring three satisfaction metrics

Blueberry Markets is a Sydney‑headquartered forex broker serving beginner and advanced traders worldwide. After relying on third‑party support, the company brought customer service in‑house and discovered a lack of actionable feedback—making it impossible to measure or improve their service quality.

They implemented Nicereply, which integrated with their ticketing tool and enabled a funneled feedback program (CSAT at ticket close, reopen on DSAT, track CES, then NPS a few days later). The setup delivered immediate data to drive improvements, supported faster SLAs (24/7 phone, email <30 minutes, live chat <5 seconds) and a clear target-driven focus on NPS (aiming for 65 vs an industry average of 46).

Blueberry Markets

Dean Hyde

Chief Executive Officer