Case Study: Martinus.sk achieves higher customer happiness and CSAT with Nicereply

Humanity and Passion for Customer Happiness at Bookstore Martinus

Martinus is the largest online bookstore in Slovakia (150–450 employees seasonally) known for its values of passion, humanity and “WOW” service. They needed a way to continuously measure the quality of agent replies, spot recurring causes of unhappy customers, and compare agent performance — a capability they didn’t have with occasional or end-of-process surveys.

By integrating Nicereply with their admin system and LiveAgent, Martinus now collects daily CSAT via three smiley ratings, identifies response- and process-related problem themes, and immediately follows up on low scores. The insights led to concrete process and response improvements, ongoing agent benchmarking and motivation, and strong recognition in the Customer Happiness Awards (3rd in Large Business), with an average score of 9.62 from 14,856 ratings.

Martinus.sk