Case Study: Arcelik achieves 3–4% NPS increase and a unified customer feedback platform with QuestionPro

How Arcelik, the global household appliances behemoth, increased their NPS by 3-4% with QuestionPro

Arcelik, a global household-appliances manufacturer operating in 146+ countries with 12 brands and over 40,000 employees, needed a unified, consistent and actionable customer feedback channel to better understand customer perceptions and support its shift toward digital lifestyle solutions. Their existing feedback model was fragmented and insufficient for measuring product, service and employee experience at scale.

By partnering with QuestionPro and deploying an omni-channel feedback system, voice-of-customer programs (including NPS), concept testing and employee surveys, Arcelik built a single enterprise platform for real-time insights. The program raised overall NPS by 3–4% annually, extended high-value distributor retention and revenue, standardized global feedback processes, and led to policy and training improvements that boosted employee satisfaction and performance.

Arcelik

Erinç Karabay

Technical Leader, Digital Products and Services