Case Study: WhiteAway Group improves customer feedback insights with nps.today

WhiteAway Group improves customer feedback with Nps.today across 32,000 conversations

Whiteaway Group, a Scandinavian retailer of domestic appliances, was struggling to obtain timely and relevant customer feedback. Their previous method of email surveys resulted in low response rates and feedback that was often too vague for internal training. They partnered with the vendor nps.today to implement its immediate post-call feedback solution.

The nps.today solution integrated with Whiteaway's new phone system, prompting customers for an NPS score and comment via text immediately after each interaction. This provided specific, actionable data. The vendor's platform, along with Power BI and Capturi for analysis, enabled team managers to coach agents with precise feedback. This led to a heightened awareness of customer service and a considerable improvement in customer satisfaction based on the analysis of 32,000 conversations.

WhiteAway Group