Case Study: Koala achieves increased customer feedback volume and faster insights with Nicereply

How Koala keeps customers surprised and delighted with thanks to their support team

Koala is a fast-growing Sydney-based direct-to-consumer furniture startup known for disruptive design, strong environmental values and a relentless focus on customer experience. That speed and growth created a challenge: keeping communication, knowledge and systems up to date while closing the customer feedback loop quickly enough to act — feedback was previously infrequent and often arrived long after the customer interaction.

Koala implemented Nicereply to collect real-time NPS and CES feedback via customizable, Zendesk-compatible surveys. The platform increased feedback volume, automatically stores results and makes them visible across teams, enabling weekly company-wide sharing and faster fixes to customer pain points. The outcome: clearer, actionable insights that inform product, operations and marketing decisions and reinforce Koala’s customer-centric growth.

Koala

Ben Cadenel

Koala