Case Study: ipsy achieves deeper member satisfaction insights with Nicereply

How is it to run a customer care team with empathy at ipsy

ipsy, an e-commerce subscription company based in San Mateo, CA, needed a better way to measure member satisfaction as its customer care team grew alongside new features and events. The team wanted a tool to gather direct feedback, track KPIs, and understand how well their solutions were meeting members’ needs, and they chose Nicereply for this purpose.

Nicereply gave ipsy an easy-to-integrate, customizable feedback system that connected with their email platform and helped them analyze every comment. With Nicereply, ipsy could identify improvement areas, share insights across departments, follow up on negative ratings, and celebrate positive feedback—supporting better member experiences and contributing to 91,430 ratings with an average score of 9.38.

Ipsy

Thyra Vargas

Content Manager