Case Study: Jones Road Beauty achieves 96% CES and 50% cost savings with Retently

JRB prioritizes CX, building lasting relationships that drive customer LTV

Jones Road Beauty, a direct-to-consumer cosmetics brand, needed an efficient and cost-effective way to collect real-time customer feedback to improve loyalty and retention. They required a platform to automate surveys, segment responses, and alert the team to critical issues to create more personalized experiences. They found their solution in the customer experience software from Retently.

By implementing Retently, Jones Road Beauty automated NPS and CES campaigns and integrated them with Shopify and Slack for real-time alerts. This allowed them to gather tens of thousands of feedback records, achieve a 96% CES score, and cut their costs for the platform by 50%. Retently provided the actionable insights needed to make data-driven decisions, leading to immediate service recovery and a significant boost in customer satisfaction.

Jones Road Beauty

Eli Weiss

Sr Director of CX & Retention