Case Study: Ashley Furniture HomeStore achieves a 91 NPS and 20,000+ customer responses with Podium

Ashley Furniture HomeStore’s winning formula for customer experience

Ashley HomeStores of DFW is a customer-focused furniture retailer with seven Dallas locations that wanted faster, consolidated insight into customer experience. Their Net Promoter Score (NPS) data was slow and scattered across platforms, and they needed an all-in-one solution that would immediately surface any response below a 9 or 10 — so they chose Podium’s messaging-based Feedback product.

Podium implemented Feedback to send messaging-based NPS requests on demand, driving higher response rates than email and giving the team real-time visibility to act on issues. In under 12 months Ashley HomeStores of DFW collected more than 20,000 responses with an average NPS of 91/100, and faster follow-up helped recover customers — including one who returned to purchase $15,000 in furniture.

Ashley Furniture HomeStore

Ryan Levitz

Director of Business Development