Case Study: Arcelik boosts NPS and improves customer experience with QuestionPro CX

Arcelik increases NPS by 3-4% with QuestionPro

Arcelik, a global household appliances manufacturer, aimed to build a unified and actionable customer feedback channel to better understand customer perception and stand out in a competitive marketplace. Their existing feedback model was insufficient for this goal. To address this challenge, Arcelik partnered with QuestionPro and its Customer Experience (CX) software.

QuestionPro implemented an omnichannel feedback system, a Voice-of-Customer program to capture Net Promoter Score (NPS), and concept testing for new products. The solution also included employee surveys to measure satisfaction and gather performance feedback. As a result, Arcelik increased its overall NPS by 3-4% per year and extended the stay of high-value distributors, which led to increased revenue. QuestionPro also helped standardize the global team on a single platform and drove improvements in employee policies and performance.

Arcelik